Member Services Specialist I

Georgia Farm Bureau • Macon, GA

221d

About The Position

The position involves documenting all contacts made via telephone, email, fax, and instant message related to the processing of insurance business or member benefits. Calls are recorded and monitored to identify trends for service improvement. The role requires research, review, and follow-up on all contacts to ensure service levels are met and policies are followed. Responsibilities include tracking calls until resolved, recognizing and diagnosing issues, authorizing billing adjustments, and processing changes to due dates and payment methods. The position also involves cross-training to handle incoming inquiries with minimal transfers, gathering demographic data about members, processing limited policy changes, and maintaining the security of confidential data. The employee must be prepared to work remotely in case of business disruptions as outlined in the Business Continuity Plan.

Requirements

• College degree or High School Diploma or equivalent.
• 2 years' experience at GFB or industry equivalent.
• 1 year of work experience in a customer service position.
• Prior call center experience preferred.
• Accounting experience is a plus.
• Working knowledge of standard PC application software (MS Office Suite).
• Knowledge of policy processing preferred.
• Strong problem-solving skills.
• Excellent interpersonal skills.
• Excellent verbal and written communication skills.
• Self-starter with strong attention to detail.
• Active participation in continuing education.
• Insurance designation preferred.
• License in P&C required or must obtain within 90 days.

Nice To Haves

• Prior call center experience.
• Accounting experience.
• Knowledge of policy processing.
• Insurance designation.

Responsibilities

• Document all contacts made via telephone, email, fax, and instant message.
• Research, review, and follow-up on all contacts to ensure service levels are met.
• Track all calls until resolved and use statistics to identify service improvement areas.
• Recognize and diagnose issues and authorize billing adjustments.
• Process changes to due dates and payment methods requested by agents/members.
• Engage in cross-training activities to minimize call transfers.
• Gather demographic information about Georgia Farm Bureau Members.
• Process limited policy changes for existing members.
• Maintain security of confidential data.
• Work remotely in the event of a business disruption.

Benefits

• EOE M/F/D/V
• AA

What This Job Offers

• Job Type: Full-time
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED