Member Services Specialist I

Georgia Farm Bureau•Macon, GA

8d•Hybrid

About The Position

This role involves documenting all member contacts via telephone, email, fax, and instant message, focusing on insurance business processing and member benefits. Calls are recorded for trend analysis and service improvement. Responsibilities include researching, reviewing, and following up on contacts to ensure service levels and adherence to policies. All calls are tracked to resolution, with statistics used for service improvement identification. The specialist will diagnose issues, authorize billing adjustments, and manage changes to due dates and pay plans/methods. Cross-training is expected to minimize transfers. Independent judgment is required for call transfers or escalations. Data gathering for member demographics is necessary for accurate contact information. Limited policy changes for existing members, such as adding/deleting vehicles or lienholders, will be processed. Maintaining the security of confidential data is critical. An active Agent’s license in P&C and fulfillment of continuing education requirements are mandatory. The role requires remote work capability during business disruptions as per the Business Continuity Plan.

Requirements

College degree or High School Diploma or equivalent and 2 years’ experience at GFB or industry equivalent required.
1 years’ 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.
Responsible for 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 of 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 (ex: 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.
Required to work remotely in the event of a business disruption as outlined in the Business Continuity Plan.
Keep current on application software used to support all aspects of Membership and Insurance operations.
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.
Interaction with employees, members and outside entities is required daily to assist with problem reporting and resolution regarding policy information, membership and member benefits.
Being a team-player committed to providing excellent service is also required.