Member Services Specialist I

DESCRIPTION OF ESSENTIAL DUTIES:

• Document all contacts made via telephone, email, fax, and instant message, for issues related to the processing of insurance business or member benefits. Calls are recorded and monitored to spot trends so that service can be improved.
• Responsible for research, review, and follow-up on all contacts to ensure that service levels are being met and policies and procedures are being followed. All calls are tracked until resolved and statistics are used to identify areas of service improvement.
• 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

OTHER RESPONSIBILITIES/REQUIREMENTS:

• Ability to function in a fast-paced call center environment where multi-tasking is a necessity
• Must be knowledgeable of all Membership processes
  • Guidelines
  • Billing
  • Returned mail/returned checks
  • Transfers
  • EFT processing
  • Imaging membership documents
• Maintain a working knowledge of all Member Benefit programs
• Keep current on application software used to support all aspects of Membership and Insurance operations
• Knowledgeable of business processes and procedures related to insurance – issuance and processing
  • Underwriting Guides
  • Accounting processes
  • PHS processes
  • Imaging workflow
  • County Office procedures
• 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

QUALIFICATION, EDUCATION AND EXPERIENCE 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; prior call center experience preferred; Accounting experience a plus; working knowledge of standard PC application software (MS Office Suite) required; knowledge of policy processing preferred; 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; Insurance designation preferred; license in P&C required or must obtain P&C Agent license within 90 days.

SUPERVISORY RESPONSIBILITIES:

None

PHYSICAL DEMANDS/WORK ENVIRONMENT:

The employee is regularly required to sit, use hands and fingers to type, as well as talk and hear.  The employee is frequently required to reach with hands and arms and occasionally required to stand, stoop, and walk.  The employee must be able to regularly move and lift up to 15 pounds.  Specific vision requirements include close vision and the ability to adjust focus.