[Hiring] Member Services Associate @Maven Clinic

As a Member Services Associate at Maven, you will be responsible for:

• Engaging with Maven members over messaging, live chat and phones. Associates may be asked to focus on outbound calls/messages around technical issues and general Maven questions based on volume.
• Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction  
• Answering contacts related to Maven Wallet and payments-related member issues
• Assisting members with ensuring relevant documentation is submitted for reimbursement requests
• Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product
• Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets
• Creating and/or maintain member-facing program overviews and other key internal resources
• Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues
• Providing general support to members regarding common Maven Wallet member issues
• Assisting with basic operational work related to Wallet as the need arises
• Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
• Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework

We're looking for you to bring:

• 1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services and/or claims may be acceptable in lieu of direct fertility benefit navigation)
• Must be located in the United States (role is remote)
• Meticulous attention to detail
• Strong customer service orientation
• High degree of empathy in dealing with sensitive topics
• Proficient in Google Workspace tools
• Ability to work independently and as part of a team
• Strong organizational skills; demonstrated ability to multi-task and manage time effectively
• Strong written and verbal communication skills
• Prior experience managing payments
• Bachelor’s degree or equivalent experience
• Verbal and written fluency in Spanish

For candidates in NYC, CO, or CA, the base salary range for this role is $48,000-65,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.