Member relations specialist

POSITION PURPOSE:

The Member Relations Specialist plays a vital dual role in driving new voluntary benefits business and supporting the operational excellence of the BenAssist Call Center. This position is responsible for implementation of new clients while overseeing call center operations and providing ongoing support and training to enrollers. The role ensures exceptional client service, effective communication of solutions, and smooth operational workflows to contribute to the growth and success of the organization.

KEY RESPONSIBILITIES include, but are not limited, to the following:

• Support the BenAssist Team Leader in fostering strong partnerships with Mercer, inter-agency collaborations, and internal MMA East teams.
• Manage standalone and value add BenAssist services and Long-Term Care (LTC) clients from sale, implementation to ongoing servicing.
• Act as a liaison for the BenAssist Call Center providing expert knowledge to prospects, internal client teams and external clients.
• Responsible for identifying and reporting clients' new business, value adds, chargebacks, revenue shares and splits.
• Manage overall implementation project plan, ensuring that all deliverables are completed timely.
• Assist with creating and revising required contracts and agreements to Agency and/or client for signature.
• Responsible for providing pertinent client details to BenAssist call center resources during implementation and ongoing.
• Manage online scheduler and assign appointments to counselors
• Oversee client specific email boxes
• Provide extended hours support up to 8pm EST during peak season
• Assist with onboarding tasks of new BenAssist clients such as managing call guides, uploading final client specific benefit documentation to system, ServiceNow census uploads, etc.
• Assist with client escalations in providing documented transcripts of calls, call recordings, etc.
• Support Member Relations Manager with other operations as needed

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree or equivalent work experience
• Life, health & accident license
• 3 years of voluntary benefits experience
• 2 years of call center experience
• Proficient knowledge of voluntary benefit solutions and technology
• Intermediate call center operations knowledge preferred
• Intermediate to advanced working knowledge of PowerPoint and MS Excel is preferred (i.e., ability to perform pivot tables)

KNOWLEDGE & SKILLS NEEDED:

• Strong interpersonal, verbal, and written communication skills.
• Strong organizational and analytical skills.
• Proficient financial management skills.
• Excellent troubleshooting, decision making and problem-solving skills.
• Strong teamwork skills combined with the ability to work independently with minimal supervision.
• Ability to multitask and successfully operate in a fast-paced work environment.
• Ability to prioritize projects and meet deadlines.
• Ability to follow through on and successfully execute tasks while adhering to specified quality standards.
• Demonstrates ability to provide superior customer service and maintain positive relationships with internal and external contacts.
• Proficiency in Microsoft Office Suite, including MS Word, Excel, and PowerPoint.
• Strong self-starter and fast learner including aptitude for learning internal systems, applications, and internal workflow of the department.
• Effectively interacts with people at all levels inside and outside of the company.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is:
• Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms.
• Occasionally required to stand and walk;
• Extensive use of computer and keyboard and viewing of computer screen is required.
• Specific vision abilities required by this job include vision, and ability to adjust focus.
• Other working conditions are normal for an office environment.
• Required travel to client meetings is expected (travel throughout the United States)

WORK LOCATION

This position will be based out of our MMA East Conshohocken, PA location.

The applicable base salary range for this role is $60,000.00 to $70,000.00.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected]

Marsh McLennan and it affiliates are

EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.