Member Relations Analyst

Aegis • Jersey City, NJ

6d • $80,000 - $100,000 • Hybrid

About The Position

AEGIS Insurance Services, Inc. (“AEGIS”) has an immediate opening for a Member Relations Analyst who strengthens the member experience by providing advanced support, maintenance, and enhancement of AEGIS’s member‑facing applications and CRM systems. This role partners closely with business users across Underwriting, Claims, Loss Control, Business Analytics, and other internal teams to analyze requirements, resolve system issues, and ensure the accuracy and integrity of customer and member data. Serving as a liaison between business stakeholders and Information Technology, the Analyst ensures that system functionality, workflows, and data processes align with operational needs and strategic goals. In addition to addressing escalated application and access issues, the role identifies trends, contributes reporting and insights, supports field‑team data and template needs, and proactively recommends improvements that enhance efficiency, usability, and overall service quality in support of member-facing interactions.

Requirements

• Minimum 2 years of experience in member relations, client service, business analytics, application support, or insurance‑related functions
• Undergraduate degree or equivalent work experience
• Working knowledge of insurance terminology, underwriting functions, property & casualty concepts, and member support functions desired
• Proficiency with MS Office Suite, advanced Excel features, SharePoint; experience with CRM tools a plus
• Demonstrated ability to analyze data, identify trends, and translate findings into process or system recommendations
• Ability to communicate effectively with Members, Brokers, internal users, IT, and business partners
• Strong problem‑solving skills with ability to work independently while managing multiple priorities
• Familiarity with system testing (UAT), documentation development, and process mapping desired

Responsibilities

• Serve as an escalation point for complex issues related to access, navigation, functionality, data accuracy, and other aspects of AEGIS member-facing applications, including the AEGIS Portal
• Collaborate closely with IT to research, triage, and resolve technical or user‑experience problems, ensuring minimal disruption for Members and Brokers
• Support maintenance of company, address, contact, and relationship data within the CRM, including complex customer hierarchies
• Conduct research on new companies, leveraging input from underwriters and other sources to assess impact and determine required updates to existing customer structures; monitor mergers and acquisitions to ensure company data remains accurate and current
• Troubleshoot and analyze mid‑ to high‑complexity issues using multiple systems simultaneously to verify user access, permissions, and data connections
• Maintain expert-level knowledge of AEGIS Portal features, functionality, system navigation, application workflows, and related Member/Broker data structures
• Analyze inquiry logs, recurring issues, usage patterns, and system behavior to identify emerging trends, risks, and improvement opportunities
• Participate in User Acceptance Testing (UAT) for system releases, enhancements, and defect fixes, ensuring accuracy and readiness prior to deployment
• Support cross‑departmental initiatives related to member engagement and system usage
• Prepare summary-level insights, trend dashboards, and data extracts for use by the Manager and other internal stakeholders
• Support development of reporting that informs process improvements, system enhancements, and operational decision‑making
• Provide data for member‑facing meetings, leadership updates, and internal business reviews as requested
• Support the field Member Relations team by managing shared templates and aggregating data used in reporting, dashboards, and member‑facing materials
• Identify workflow and process improvement opportunities by analyzing recurring patterns, data trends, and team needs, and recommend updates to enhance efficiency and consistency
• Assist with annual credit mailing, loyalty mailing, proxy processes, and other recurring operational tasks
• Complete ad hoc data requests and project work as assigned by the Manager
• Create and maintain application support documentation, user guides, and standard operating procedures
• Deliver training to internal staff, Members, Brokers, and business partners to improve system utilization and reduce support inquiries
• Cross-train with team members to ensure coverage and continuity of support

Benefits

• In addition to base salary, AEGIS employees are eligible to participate in the Company’s annual incentive program, with competitive awards based on corporate and individual performance.
• Health & Wellness: Medical, dental, vision, mental health support and employee assistance programs
• Retirement: 401(k) with matching contribution
• Income Protection: Life, disability, accident and critical illness insurance
• Time Off: Vacation days, sick days, holidays and family/military leave options
• Other: Commuter benefits, pet insurance, hybrid work schedule
• Growth: Tuition assistance and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level