Member Service Representative Job Description
Member Service Representative Duties & Responsibilities
To write an effective member service representative job description, begin by listing detailed duties, responsibilities and expectations. We have included member service representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Member Service Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Member Service Representative
List any licenses or certifications required by the position: AED, CPR
Education for Member Service Representative
Typically a job would require a certain level of education.
Employers hiring for the member service representative job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in Associates, Education, Technical, Business, Communication, Management, Liberal Arts, Healthcare Administration, Computer, Philosophy
Skills for Member Service Representative
Desired skills for member service representative include:
Desired experience for member service representative includes:
Member Service Representative Examples
Member Service Representative Job Description
- Perform data entry and route calls to the appropriate resource
- Determine which calls need to be transferred to a clinician, as defined by referral guidelines and established protocols
- Operates the branch’s main telephone switchboard and assists callers by transferring them to the appropriate party or taking messages from the caller
- Assists the branch or department team with a variety of day-to-day duties as requested
- Assists with copy projects
- Provide service to members by demonstrating advocacy and knowledge with every interaction through the online channel
- Report directly to the Director of Operations and be responsible for timely and accurate e-mail correspondence with members and prospective members
- Be responsible for the timely processing of member applications coming through the online channel
- Provide members with efficient, friendly, prompt service in person or by telephone for all member service transactions and information requests
- Greets and assists members of the Credit Union
- Prior receptionist experience
- Prior member service/teller experience
- Opens and reviews mail and communicates by telephone or correspondence to respond to questions and inquiries which do not require management's attention
- Performs duties related to vault, Automated Teller Machine (ATM), teller cash, and balancing
- Performs duties related to the Debit Card program
- Perfects liens on collateral for loans, acts as Notary Public to verify records, and ensures records are correctly filed with Motor Vehicle Division in all states
Member Service Representative Job Description
- An 18 month commitment is required for this position before applying internally for other positions
- Deliver world class service that is personalized in an effort to increase the percentage of very satisfied members and first call resolution support the Medicare 5 STAR Program
- Trend and share best practices by identifying process improvements and initiatives contributing to solutions
- Provide specialized customer service with a high level of professionalism, diplomacy and knowledge about the Society, journals and benefits the member is entitled
- Maintain solid customer relationships by handling their questions and concerns in a professional manner
- Proactively communication with customers via telephone, e-mail, regular mail, fax or e-fax
- Managing database records
- Research to troubleshoot customer problems
- Adhere to critical monthly deadlines to ensure minimal backlogs and meet service level agreements
- Account maintenance which includes cancellation requests, address changes, back issue requests, updates to member records
- Ensure accurate entry of all society transactions according to the contract terms and business policies
- Attend and provide onsite customer support at annual sessions
- Assist members with online access, journal and society information
- Maintain all departmental service levels set within the department individual goals
- Participate in the testing of modifications or upgrades to the Advantage Fulfillment system
- Support upload processes and other automation initiatives
Member Service Representative Job Description
- Will have individual accessibility and quality goals, and will directly support additional team goals for industry standard benchmarks such as Average Speed of Answer, Abandonment Rate, and Total Service Factor
- Work closely with all other departments, especially Operations, Utilization Management, Professional Relations and Provider Services
- Will also perform other duties as assigned by Supervisor
- Address member inquiries, questions and concerns in enrollment, claims, benefit interpretation, and referrals/authorizations for medical care
- Position handles a variety of insurance types including HMO, POS, PPO, ASO, Indemnity, NY and VT Exchange plans, Medicare and Medicaid
- Work closely with other departments - especially Operations, Utilization Management, Professional Relations and Provider Services
- Communicates with members via phone and email to assist members’ access and understand tax favored benefits, including Health Reimbursement Arrangements, Flexible Spending Accounts, Health Savings Accounts, and Transit and Parking Accounts
- Notifies Member Service Representative IIIs or Supervisors of members with urgent situations to maximize service provided to members
- Refers any complaints to Supervisors or Member Service Representative IIIs for further investigation
- Participates in daily, weekly, or monthly company or team meetings
- MUST possess the ability to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere
- Effective and positive interpersonal skills are necessary to deliver exceptional customer service with a goal to resolve all inquiries on the initial call from the customer
- Must be able to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere necessary
- Strive to deliver excellent customer service on each call
- Effective and positive interpersonal skills
- Credit union experience or experience in comparable lending/collections capacity highly preferred
Member Service Representative Job Description
- Adopt new and existing tools that will enhance the member consultation process
- Initiate, process, and fund consumer loans such as credit cards, personal loans
- Fully address, or properly direct all telephone, electronic, mailed, or in person inquiries from MSERS members and related individuals to proper personnel
- Competently function as part of MSRB Call Center
- Maintain working knowledge of each department within MRSB
- Develop ability to understand and explain to members the procedures of each department related to applicable transactions
- Provide support and assistance to the various departments within the Retirement MSRB
- When appropriate, direct members to related agencies for assistance such as the Massachusetts Group Insurance Commission, United States Social Security Administration, local retirement systems
- Properly greet and assist members visiting MSRB offices for counseling services
- Assist with accurate and timely distribution or response to all incoming mail and e-mail as appropriate
- A demonstrated proficiency in keyboard skills, working knowledge of MS Windows and related word processing, spreadsheet, and database software, is required
- Must be able to accurately multi-task in face paced environment
- Ability to handle situations in a professional and confidential manner
- Multi-tasking is a necessity
- Must have at least 1 year experience in a Healthcare Call Center environment
- Pleasant phone manner, and speaking voice
Member Service Representative Job Description
- Utilize knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service
- Utilize thorough knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service
- Utilize your thorough knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service
- Adhere to and enforce Treasury and MSRB policies
- Participate and assist in special projects and training as needed
- Adhere to and support MSRB policies
- Distribute information requested by the members related to retirement accounts
- Correspond with active members and retirees on all aspects of retirement including, letters for balances and pension verifications
- Research member requests and provide responses as necessary
- Managing inventory in a timely and accurate manner to achieve/maintain customer satisfaction and adhere to CSR production, quality, and performance expectations
- Ability to quickly learn and retain a large amount of information
- Ability and willingness to sit for extended periods of time
- Must have strong computer and telephone multitasking skills
- Must have the ability to navigate through multiple systems
- Accuracy in data input and documentation
- Proficiency with MS Windows