What does a member service specialist do?
A member service representative is responsible for providing service and support to customers of membership-based organizations. You will be responding to inquiries, requests, and complaints, investigating and resolving customer complaints and concerns, and providing information and ongoing education to members about company benefits, and policies, and procedures. Additionally, you will be responsible for processing and auditing transactions, including purchases, deposits, withdrawals, and payments. You are also expected to cross-sell products or services to meet the needs of other members.
Member service specialist responsibilities
Here are examples of responsibilities from real member service specialist resumes:
- Educate veterans and the college community on veteran's benefits and academic requirements need to accomplish academic goals.
- Provide customer service to Spanish-speaking Medicaid and Medicare recipients.
- Follow policies and procedures regarding HIPAA violation protocol, regulatory requirements and accreditation standards to all activities.
- Follow the privacy policy and HIPAA laws and regulations concerning confidentiality and security of protect health information.
- Examine injure persons and administer first aid or cardiopulmonary resuscitation, if necessary, using training and medical supplies and equipment.
- Educate members on HMO or PPO plans during enrollment.
- Answer phone calls regarding claims, HMO benefits, grievance, appeals and other health inquiries.
- Co-Facilitate WIA program orientations and workshops to help customers understand the program and the various levels of services available.
- Present customers with information about all available banking options and services, including insurance and notary services.
- Conduct teleconferences, schedule customer reservations and maintain teleconferencing database.
Member service specialist skills and personality traits
We calculated that 16% of Member Service Specialists are proficient in POS, Account Maintenance, and Quality Customer Service. They’re also known for soft skills such as Communication skills, Computer skills, and Interpersonal skills.
We break down the percentage of Member Service Specialists that have these skills listed on their resume here:
- POS, 16%
Operate membership process: Sign up, set up, and handle paperwork; manage all POS inconveniences.
- Account Maintenance, 14%
Performed account maintenance and transactions as requested.
- Quality Customer Service, 9%
Delivered the highest quality customer service through proactively engaging all members and guests and building strong personal relationships.
- Sales Transactions, 8%
Performed fee payments, sales transactions, added member information into the local and national databases
- Member Service, 5%
Selected as a dedicated Generations Advantage Member Services Representative which deescalated complicated member issues and mentored new and temporary employees.
- Member Retention, 3%
Monitored and analyzed member retention programs and initiatives for future improvement.
"pos," "account maintenance," and "quality customer service" are among the most common skills that member service specialists use at work. You can find even more member service specialist responsibilities below, including:
Communication skills. The most essential soft skill for a member service specialist to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a member service specialist resume shows how their duties depend on communication skills: "provide superb communication skills to medicaid/medicare population with a flare for handling irate customers. "
Interpersonal skills. member service specialists are also known for interpersonal skills, which are critical to their duties. You can see how this skill relates to member service specialist responsibilities, because "representatives should be able to create positive interactions with customers." A member service specialist resume example shows how interpersonal skills is used in the workplace: "operated member/customer service support to call center by displaying outstanding verbal, interpersonal, and technical problem-solving skills. "
Listening skills. For certain member service specialist responsibilities to be completed, the job requires competence in "listening skills." The day-to-day duties of a member service specialist rely on this skill, as "representatives must listen carefully to ensure that they understand customers in order to assist them." For example, this snippet was taken directly from a resume about how this skill applies to what member service specialists do: "maintained accountability for problem resolution and communicated resolution to appropriate parties to ensure adherence of department policies. "
Patience. Another common skill required for member service specialist responsibilities is "patience." This skill comes up in the duties of member service specialists all the time, as "representatives should be patient and polite, especially when interacting with dissatisfied customers." An excerpt from a real member service specialist resume shows how this skill is central to what a member service specialist does: "exercise patience and control when dealing with escalated calls.assist force-load with attendance, incoming calls and manager callbacks. "
Problem-solving skills. Lastly, "problem-solving skills" is an important element of what a member service specialist does. Member service specialist responsibilities require this skill because "representatives must determine solutions to customers’ problems." This resume example highlights how member service specialist duties rely on this skill: "assist atm error resolution department in filing and follow-up to customer claims on suspected fraudulent ach debits and debit card transactions. "
The three companies that hire the most member service specialists are:
- Walmart256 member service specialists jobs
- VASA Fitness41 member service specialists jobs
- Planet Fitness19 member service specialists jobs
Choose from 10+ customizable member service specialist resume templates
Build a professional member service specialist resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your member service specialist resume.
Compare different member service specialists
Member service specialist vs. Service officer
A service officer or client services officer is an individual who is a part of a financial management team that delivers services to customers. Service officers provide client support services by maintaining a high level of professionalism and competence in client interactions. They analyze and resolve customer service issues but inform management when they are faced with complex issues to discuss resolutions. Service officers are also required to attend educational training and workshops for their personal growth.
These skill sets are where the common ground ends though. The responsibilities of a member service specialist are more likely to require skills like "pos," "quality customer service," "sales transactions," and "member service." On the other hand, a job as a service officer requires skills like "financial services," "patrol," "veterans," and "public safety." As you can see, what employees do in each career varies considerably.
Service officers really shine in the finance industry with an average salary of $65,804. Comparatively, member service specialists tend to make the most money in the finance industry with an average salary of $37,158.The education levels that service officers earn slightly differ from member service specialists. In particular, service officers are 6.1% more likely to graduate with a Master's Degree than a member service specialist. Additionally, they're 1.4% more likely to earn a Doctoral Degree.Member service specialist vs. Service team member
A service team member is responsible for coordinating closely with the rest of the team to execute a task accurately and efficiently, following the organization's protocols, and maintaining the highest customer satisfaction. Service team members work with various industries, usually employed in customer-facing industries, including financial, healthcare, and food sectors. They are trained to provide the best customer service, help the organization reach its long-term goals and objectives, and generate more revenues.
Each career also uses different skills, according to real member service specialist resumes. While member service specialist responsibilities can utilize skills like "account maintenance," "member service," "member retention," and "phone calls," service team members use skills like "work ethic," "basic math," "strong work ethic," and "good communication."
On average, service team members earn a lower salary than member service specialists. Some industries support higher salaries in each profession. Interestingly enough, service team members earn the most pay in the retail industry with an average salary of $31,927. Whereas member service specialists have higher pay in the finance industry, with an average salary of $37,158.In general, service team members achieve similar levels of education than member service specialists. They're 0.9% less likely to obtain a Master's Degree while being 1.4% more likely to earn a Doctoral Degree.Member service specialist vs. Client specialist
A client specialist's role is to help a company build strong relationships with its clients by providing optimal service. Their responsibilities typically revolve around reaching out to clients through calls and correspondence, addressing and resolving issues and concerns, offering products and services, and even providing special offers, all to ensure customer satisfaction. A client specialist may also conduct market research and analysis to learn consumers' needs, produce progress reports and presentations, perform follow-up calls to clients, and devise strategies to provide better service.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from member service specialist resumes include skills like "pos," "quality customer service," "sales transactions," and "member service," whereas a client specialist is more likely to list skills in "client facing," "client satisfaction," "crm," and "customer relationships. "
Client specialists make a very good living in the technology industry with an average annual salary of $53,444. On the other hand, member service specialists are paid the highest salary in the finance industry, with average annual pay of $37,158.Most client specialists achieve a similar degree level compared to member service specialists. For example, they're 2.7% more likely to graduate with a Master's Degree, and 0.4% more likely to earn a Doctoral Degree.Member service specialist vs. Service associate
A service associate's role is to assist customers either through phone or in person. One of the service associate's primary responsibilities is to attain customer satisfaction by answering queries, performing troubleshooting methods, assisting in navigating through difficult tasks, handling complaints, resolving issues, and even processing payments. Furthermore, a service associate needs to be equipped with good communication skills to build rapport with clients as there are instances where they have to sell products and services.
Types of member service specialist
Updated January 8, 2025
