Member Services Representative Trainee
About The Position
The Member Services Representative Trainee supports members by providing a full range of services, promptly and accurately responding to insurance inquiries, and completing appropriate actions to deliver high levels of service to customers, colleagues, and market partners. The position is based in Staunton, Virginia, in a flexible hybrid work environment. The role includes processing member updates and new business applications, responding to member requests and correspondence, and handling phone and email inquiries. The representative is expected to protect member information, follow applicable processes and compliance requirements, and document actions taken. AFBA and 5Star Life serve military members, first responders, and others who serve their communities. The organization emphasizes service, a collaborative culture, and an inclusive workplace.
Requirements
- High school diploma, GED, or equivalent.
- Ability to quickly learn and effectively apply knowledge of relevant systems, databases, and technology.
- Adhere to privacy laws and company guidelines, safeguarding client information.
- Demonstrate multitasking, professional customer service, active listening, clear communication, attention to detail, time management, and a proactive service orientation.
- Take personal accountability and ownership of successes and mistakes.
- Understand military, National Guard, and first responder culture, or have the ability to learn it.
Nice To Haves
- Customer service experience.
- Working understanding of life insurance products and industry policies, or willingness to develop this expertise.
Responsibilities
- Scan and upload member update forms.
- Document member updates.
- Participate in team communications.
- Ensure the security of member information by following processes, procedures, and compliance requirements.
- Answer phone calls and escalate them when appropriate.
- Handle member requests within established guidelines and document all actions taken.
- Respond to the shared email box.
- Review and process member updates.
- Scan and upload new business applications.
- Monitor and take action on PO Box correspondence.
Benefits
- Health insurance, including medical, dental, and vision.
- Flexible spending accounts for medical and dependent care.
- 401(k) plan with generous employer match.
- Paid time off.
- 12 paid holidays.
- Life insurance.
- Short- and long-term disability insurance.
- Employee assistance program.
- Professional development and tuition reimbursement.
- Career growth opportunities.
- On-site gym and locker rooms at the Alexandria, Virginia office only.
- Friendly, collaborative culture.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
