What are the responsibilities and job description for the Member Services Representative position at Mutual of Enumclaw Insurance Company?
Overview
Mutual of Enumclaw was founded in 1898 by local farmers who wanted to look out for each other. That spirit continues to define our company culture. We are committed to cultivating and preserving a culture of inclusion and connectedness. Our employees are proud of our thoughtful approach to insurance, and it shows. In January 2025, we were recognized as Washington's Best Company to Work For (our thirteenth year in a row as one of the top 100) by Seattle Business magazine, based on a survey of our employees.
Mutual of Enumclaw works exclusively with local independent agents to offer insurance products for individuals, families, farms, and businesses. We currently operate in Washington, Oregon, Idaho, Utah, Arizona, Montana and Wyoming.
The Member Services Representative I reports to a Member Services Supervisor and contributes to the mission and vision of the organization by delivering a world-class service experience to our members and agents.
Location: The successful candidate will work remotely and/or at our Home Office in Enumclaw, WA. If remote, the candidate must be located in one of our operating states (WA, OR, ID, UT, AZ, MT, and WY), and be able to work during our core Pacific Standard Time (PST) business hours and must have high-speed internet (internet speed test required).
Hourly Hiring Range: $23.07 - $25.62
Full Salary Range: $23.07 - $28.47
Candidates having more experience may be considered for a Member Services Representative II. Compensation and position will be commensurate with experience.
Hiring Range: $25.74 - $30.21
Salary Range: $25.74 - $33.42
*The hiring range represents Mutual of Enumclaw’s current hiring pay scale for this role. Mutual of Enumclaw reserves the right to modify or update this range any time. Exact compensation may vary based on skills and experience. Compensation is only one part of our entire total rewards package. To see some of the benefits and perks we offer, please click here.
Responsibilities
- Provide Ethical, Responsive, Personal, and Efficient service to our members & agents.
- Use strong communication skills, keen listening skills, and empathy to provide a world-class service experience.
- Assist members and agents with inquiries regarding a variety of insurance-related questions.
- Establish a follow-up with members and agents when necessary to ensure complete resolution of each inquiry.
- Process various department tasks accurately and efficiently.
- Utilize department reference materials to provide information confidently, accurately, and efficiently.
- Understand aspects of billing systems and processes, identifying and communicating impacts on billing and policy premiums.
- Process new business, policy changes, declarations, renewals, cancellations, and re-writes in accordance with departmental procedures.
- Interpret and explain Mutual of Enumclaw policy contracts and products to members and agents.
- Develop and maintain product, procedural, and technical knowledge.
- Assist agents with Mutual of Enumclaw quoting and agency download applications.
- Perform most duties by telephone in an office setting.
- May require availability after normal business hours.
Qualifications
Required Skills/Abilities:
- Demonstrated proficiency with the use of PC software applications (Microsoft Office, Internet Explorer, Outlook, etc.).
- Exceptional phone etiquette and written communication skills.
- Detail oriented and organized.
- Strong problem-solving skills.
- Ability to produce high volume, quality work results.
- Proficient team interaction and interpersonal skills.
- Ability to identify and research complicated billing issues and involve appropriate parties.
- Intermediate mathematical skills.
- Accurate and through processing, checking, and generation of legal contracts, documents, and forms.
- Basic understanding of the manual rating process for all lines of business.
- Working knowledge of designated Underwriting authority levels.
Education and Experience:
- 0-3 years of prior customer service experience preferably in the property & casualty insurance or financial services sector.
- High School Diploma with relevant experience required.
- Associate’s Degree preferred.
- Property & Casualty License required within 30 days of hire.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer, including video conferencing.
- Prolonged periods of time talking on the phone.
Salary : $23 - $26
