Member Retention Specialist

Medical Access & Service Advantage • Fort Lauderdale, FL

4d • Onsite

About The Position

This is a full-time, on-site position based in Fort Lauderdale, FL At MASA, we serve over 2 million members with emergency medical transportation coverage - and we treat every one of them like a VIP. As a Member Retention Specialist, you’ll set the tone for each member’s experience by offering a warm welcome, answering questions, and helping them feel confident in their coverage from the very first interaction. MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean.

Requirements

• A high school diploma or equivalent (required)
• At least 1 year of customer service or phone-based support experience
• Strong verbal communication skills and a professional, friendly tone
• Active listening and interpersonal skills that help you build trust quickly
• Proficiency using computer systems and basic Microsoft tools (Outlook, Teams)
• A sense of responsibility when handling member information with care and confidentiality
• Dependable time management and ability to work independently in an on-site team environment

Responsibilities

• Conduct welcome calls to new members, confirming key information like name spelling and address to ensure accurate delivery of materials.
• Explain membership benefits and welcome package contents clearly and confidently.
• Build rapport and provide personalized support to make each member feel valued and understood.
• Identify and refer upsell opportunities to senior specialists - earning commission on successful upgrades.
• Accurately document all member interactions and updates in the CRM system.
• Escalate complex or sensitive issues appropriately to ensure timely resolution.
• Support additional team needs and projects as assigned.

Benefits

• health, dental & vision insurance
• 15 days PTO
• 401(k) program with an employer match
• company-paid short-term disability, long-term disability, and basic life insurance
• a free MASA membership

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED