Member Services Specialist (Customer Success)

Member Services Specialist (Customer Success)

Reports to: Manager, Customer Experience

Work Type: Hybrid

FLSA Status: Non-Exempt

Pay: $20-$29 per hour (Based on experience)

About the Role

Our client in the insurance space is seeking a Member Services Specialist to support a professional member base by delivering a high-quality, responsive, and detail-oriented service experience. This role is ideal for someone who enjoys helping members navigate processes, resolve questions, and stay engaged with an organization’s offerings.

You’ll act as a key point of contact for members, handling inquiries related to accounts, services, and transactions while ensuring accuracy and a seamless experience across all touchpoints.

What You’ll Do

Member Support & Experience

• Serve as a primary point of contact for members via phone, email, and live chat
• Respond to a range of inquiries, including account questions, renewals, and service-related requests
• Provide clear, accurate guidance on policies, processes, and offerings
• Deliver a professional, empathetic, and member-focused experience

Account & Membership Management

• Maintain and update member records within a CRM or membership system
• Process transactions such as payments, renewals, refunds, and account updates
• Review account activity to support member inquiries and ensure accuracy

Operations & Collaboration

• Manage assigned service queues and meet defined response and resolution timelines
• Partner with internal teams to resolve more complex or escalated member issues
• Support ongoing operational tasks, reporting, and special projects

Documentation & Process Improvement

• Accurately document member interactions in a case management system
• Contribute to process improvements and documentation of standard procedures

Training & Compliance

• Participate in onboarding, training, and ongoing development
• Stay up to date on organizational policies, services, and procedures
• Ensure compliance with data privacy, security, and financial guidelines

What You Bring

Experience & Education

• Associate’s degree or equivalent experience preferred
• 1 year of experience in customer service, member services, or a support-focused role
• Experience in an association, nonprofit, or membership-based organization strongly preferred

Skills & Tools

• Strong communication skills (verbal, written, and interpersonal)
• Experience working with CRM or membership systems (Salesforce preferred)
• Familiarity with case management tools, call center platforms, and chat systems
• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)
• Ability to manage multiple priorities in a structured, high-volume environment
• Strong attention to detail and problem-solving skills
• Ability to handle sensitive or complex member interactions with professionalism and care

Work Environment

• Remote role with initial onboarding requiring more frequent in-office presence, then 2x per month in office
• Ongoing expectation of periodic in-office collaboration (typically a few days per month)
• Team operates on a 35-hour work week with staggered shifts (8:00 AM – 5:00 PM coverage)
• Call center-style environment with moderate activity levels
• Occasional overtime during peak periods

Additional Information

• No direct reports
• Standard office equipment and systems provided
• Start dates available in the coming weeks

At NextPlay Jobs, we believe great recruiting is personal, not transactional. We connect high-performing talent with companies where they can make the biggest impact — and grow along the way.