Member Services Representative

Pharmacists Mutual has an opening for a Member Services Representative. This role is responsible for creating a positive member relations experience. Responds to internal and external customer requests for information on products including quotes as needed. Communicates to members, Field Representatives, Underwriters and Coverage Advisors within agreed upon timeframes to share information or relay the status of work in progress. Member Services Representative I Complete expectations as assigned by supervisor.Take basic phone calls after an initial training period and obtaining required license.Member Services Representative II Work with underwriters and field representatives to gather and relay information to members.Take a high volume of phone inquiries, document call and respond timely to questions. Improves customer service quality by continuously improving work flow processes. Senior Member Services RepresentativeImproves customer service quality results by studying, evaluating, and re-designing processes.Must demonstrate a history of high quality work and is capable of being a leader by example and with documented results. This position includes the roles of a trainer, mentor, and coach.Essential FunctionsEssential functions may include, but are not limited to the following: Provide professional customer service.Answer policy questions and obtain information about policy changes.Answer questions about invoices and take payments from members.Assist customers using problem solving skills.Document all transactions according to Company guidelines. Knowledgeable about PMC products and services and keep up to date with changes.Recognize new sales opportunities.Attend and participate in staff and Company meetings.Process policies utilizing the underwriting workflow and software systems.Knowledge, Skills and Abilities Knowledge of principles and practices of customer service, insurance underwriting, insurance sales, and collection and interpretation of data.Understand standard office practices and procedures.Knowledge of telephone etiquette.Ability to use initiative and apply innovative thinking.Ability to organize and prioritize work.Establish and maintain effective working relationships in a team environment through written and oral communication.Correct English usage, spelling, grammar, vocabulary and punctuation.Ability to work independently to make critical decisions and analyze complex issues.Contribute effectively to the accomplishment of all goals and objectives.Ability to interpret and apply laws, rules and regulations.Obtain and utilize sensitive information discreetly and objectively.Maintain records; prepare reports/correspondence related to the work.Ability to read, interpret, and input data efficiently and accurately.Determine when to escalate concerns to the appropriate level of management.Utilize computer and related software effectively. Experience and Education QualificationsMember Services Representative IHigh School Diploma or equivalent and 1 year of related experience; orAssociate''s Degree or equivalent Member Services Representative IIHigh School Diploma or equivalent and 3 years of related experience; orAssociate''s Degree and 1 year of related experienceSenior Member Services RepresentativeHigh School Diploma or equivalent and 5 years of related experience; orAssociate''s Degree and 3 years of related experience; orBachelor''s DegreeSpecial Requirements, Licenses and CertificatesAll levels:If providing coverage information to members must possess Property & Casualty licenses or obtain within 90 days of hire.

Created: 2021-11-29