What are the responsibilities and job description for the Member Services Associate- HYBRID position at Careerbuilder-US?
Position :
Receiving 40-50 inbound calls per day and function as the primary contact for our clients’ members and be responsible for answering customer inquiries and identifying solutions to any problems.
Explaining disability benefit coverage, benefit extensions, answering open enrollment questions,
clarifying income tax questions, documenting, and researching claims from beginning to end.
Effectively listening to members and determining the best course of action. Most calls are resolved
through well documented processes.
Empathetically assist the member through the claims process.
Offer excellent customer service by providing complete and accurate information to clients in a multi-
tasking, high-pressure environment that requires attention to detail.
Verify if a check was sent to the member filing a claim
Verify medical updates
Handle disability-related inquiries via phone and the member portal.
Assist employees covered under group insurance policies with claims related to elective and emergency surgeries.
Provide updates on claim status, return-to-work dates, and claim extensions.
Serve as a liaison between claims examiners and clients, ensuring clear communication.
Guide members through the claims process, reviewing examiner notes and relaying necessary information.
Document call interactions, update claims, and create service requests efficiently.
Educate members on self-service options available in the member portal, assisting with registration and sending informational materials as needed.
Soft Skills :
Good Communication Skills.
Strong customer focus,
Good interpersonal skills to address customer escalations
Attention to detail
Growth minded, wants to help the company succeed
Excellent writing skills for data entry and email
Required Experience :
Experience in customer service in a high volume, fast-paced environment (preferred)
Candidates are passionate about customer service and are fulfilled by finding solutions in real-time over the phone, or communicating via email
Ability to work in a fast-paced environment where multitasking and organization skills are required
Candidates pay attention to detail and have strong problem solving and decision-making skills
Candidates are team players who are self- motivated, has a sense of urgency, and looks for process improvement
Candidates demonstrate integrity, exhibit team spirit and enthusiasm, and establish trust and credibility
Candidates have strong interpersonal, and communication skills
Candidates are interested in a fast-growing and innovative insurance carrier that specializes in the high-net-worth market
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