[Hiring] Member Services Representative @VBA

Role Description

As a full-time, Member Service Representative, you are a vital resource to our customers -- troubleshooting complex member questions, responding to member concerns and educating members on their benefit plan. For success in this position, you must have the ability to multi-task, be dependable, and possess top-notch communication skills. Additional opportunities are available as we expand our network, depending on your positive contributions and ability to adapt to change.

• Serve as the first point of contact for member issue escalation and resolutions
• Respond to member requests via phone, email, and fax
• Explain the member’s customized benefit plan, as authorized by each individual group
• Act as a liaison for member issues including benefit eligibility, claims questions, and customer satisfaction
• Provide education and orientation of our website to members
• Work with Supervisor of Member Services to ensure proper customer service is being delivered
• Perform other duties of a clerical nature as assigned or required

Qualifications

• At least one (1) year of full-time customer service experience; experience in a call center environment is preferred
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
• Must maintain a residence in Pennsylvania throughout employment
• Ability to work independently with minimal supervision
• Ability to remain calm and diffuse difficult situations
• Ability to influence and effectively communicate with diverse personalities
• Effective oral and written communication skills with internal and external clients
• Strong analytical, problem solving and decision making skills
• Effective organizational and time management skills
• Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor
• Considerable knowledge of MS Word and Excel

Requirements

• This is a full-time position. Days and hours of work are Monday through Friday 10:00 AM to 6:00 PM with occasional overtime
• This position is currently remote. Our office in Carnegie, PA will remain accessible for use as needed
• Selected candidate will be required to complete training periodically in-office for the first 3 weeks (hybrid training) of employment and must be available to report to our office occasionally for team/company meetings
• Computer and software provided by VBA. Employee must have access to reliable internet connection and a quiet workspace
• Membership in OPEIU Local No. 457 is required

Benefits

• Starting pay rate is $19.00-$20.00 per hour
• Full-time, permanent VBA employees receive an exceptional benefits package including:
• Health and Dental benefits with minimal employee contribution
• Employer paid Vision, Short Term and Long Term Disability, and Life Insurance benefits
• Vision plan offers generous allowances, no copays, and two materials per year for eligible employee and dependents
• 401k employer matching up to 6% following six months of service, vesting after five years of service
• Generous time off and leave package