Member Services Specialist I

Georgia Farm Bureau•Macon, GA

1d•Remote

About The Position

This role is responsible for documenting and resolving member inquiries related to insurance processing and benefits via telephone, email, fax, and instant message. The specialist will research, review, and follow up on all contacts to ensure service levels and policies are met. Key duties include authorizing billing adjustments, processing changes to due dates and pay methods, cross-training to handle a variety of inquiries, and using independent judgment for call escalations. The role also involves gathering demographic data, processing limited policy changes, maintaining data security, and fulfilling continuing education requirements. Additionally, the specialist must be prepared to work remotely during business disruptions and possess knowledge of membership processes, benefit programs, and insurance operations.

Requirements

College degree or High School Diploma or equivalent and 2 years’ experience at GFB or industry equivalent required.
1 year's work experience in a customer service position required.
Working knowledge of standard PC application software (MS Office Suite) required.
Strong problem solving skills required.
Excellent interpersonal skills.
Excellent verbal and written communication skills required.
Must be a self-starter with a strong attention to detail.
Active participation in continuing education.
License in P&C required or must obtain P&C Agent license within 90 days.

Nice To Haves

Prior call center experience preferred.
Accounting experience a plus.
Knowledge of policy processing preferred.
Insurance designation preferred.

Responsibilities

Document all contacts made via telephone, email, fax, and instant message, for issues related to the processing of insurance business or member benefits.
Research, review, and follow-up on all contacts to ensure that service levels are being met and policies and procedures are being followed.
Recognize and diagnose issues and authorize billing adjustments for fees, installments, etc.
Process changes to due dates and pay plans/pay methods requested by agents/members.
Actively engage in cross-training activities to answer as many incoming calls/inquires with a minimum number of transfers.
Use independent judgment to determine when appropriate to transfer or escalate calls outside the call center or to management.
Gather data to capture demographic information about Georgia Farm Bureau Members to maintain accurate contact information.
Process limited policy changes for existing members (e.g., add/delete vehicles, add/delete lienholders/mortgagees, etc.).
Maintain security of confidential data including but not limited to personal and private information, credit card information, routing numbers, account numbers, etc.
Maintain an active Agent’s license in P&C and fulfill continuing education requirements.
Work remotely in the event of a business disruption as outlined in the Business Continuity Plan.
Process membership and premium payments over the phone.
Provide support for online services available through gfb.org and gfbinsurance.com including member access and online payments.
Backup for the Switchboard Operator and the Member Services Processing Clerk.
Assist with training other Specialists.
Interact with employees, members and outside entities daily to assist with problem reporting and resolution regarding policy information, membership and member benefits.
Be a team-player committed to providing excellent service.