Senior member service representative job description

Job Details

Job Location
Braker Lane Branch - Austin, TX

Salary Range
$22.00 Hourly

Senior Member Service Representative

$500 Sign On Bonus

We are looking for dynamic, extraordinary people with a passion to provide outstanding service and financial solutions to our members. If you enjoy working in the service industry, offering problem-solving solutions while building relationships that create long-lasting connections, this may be the job for you!

At Velocity, were committed to upholding our mission of providing our community personalized service and unique value as their local banking alternative. We take pride in our work culture, exemplify our core values daily, and stand by the credit union philosophy of People Helping People to continue to drive our vision of making a positive impact on our members and their financial goals.

You possess:

• Minimum 1 year of financial institution experience supporting customers in person or over the phone.
• Excellent verbal, written, and listening skills and proficiency in using common office applications and office equipment.
• Passion for providing outstanding customer service and a positive attitude.
• Effective time management skills including the ability to prioritize multiple responsibilities and organize work tasks.
• Experience controlling negotiable instruments.
• Ability to work in a fast-paced environment with high attention to detail.
• Ownership of the customer experience through issue resolution.
• Adaptable to a productive team environment where knowledge is shared and feedback and coaching are welcomed.
• Flexibility to work branch hours including Saturdays.

Your position summary:


As our members first point of contact, you'll be the pleasant, professional, and friendly face of Velocity, providing exceptional service, resolving financial matters, and educating our members about products and services that will enhance their financial well-being.


What's in it for you?


This position offers competitive pay, great benefits including medical/dental/vision, 401(k) with matching, flexible spending accounts, a fun working environment and culture, generous paid time off, company-paid life insurance and disability, referral bonuses, paid holidays, discounted gym membership, tuition reimbursement, training and ongoing coaching, opportunities for career growth, employee reward and recognition system, employee and family events, and more!


Velocity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, genetics, sexual orientation, national origin, age disability, or status as a covered veteran in accordance with applicable federal, state and local laws.

Lions Clubs International is the largest service club organization in the world. Our 1.4 million members are serving locally and globally to help take on some of the biggest challenges facing humanity.

Every Lion and club is supported by our international association. More than 300 Lions International staff members are constantly working on tools and technology to enhance Lions’ service. When caring people join together, roll up their sleeves and take action to make their community better, it’s an incredible feeling for everyone involved.

Here's how you can help. We are currently looking for a Senior Member Service Center Representative to join our team and rise to the challenge of empowering service.

Position Highlights:

The Senior Member Services Representative provides support to all Lions Club Officers and club members by responding to support requests (phone, email, written correspondence) in a timely and customer-centric manner. The ideal candidate provides stellar service while at the same time, looking for ways to improve the overall member experience. The Senior Member Services Representative provides support to the Assistant Manager by being a subject matter expert for the team, handling urgent and/or escalated issues, and helping to prioritize and distribute work among team members

What You'll Do:

• Monitor volumes, prioritize and distribute work within the Member Service Center Team
• Handle escalated service issues as needed
• Train team members on MSC systems and processes
• Troubleshoot, research, and make recommendations as it pertains to new/complex/ specialized member issues using LCI software or administering a club, district or multiple districts in accordance with LCI Board Policy
• Provide reporting about teams productivity, quality, and turn-around times to management
• Respond to member issues with a positive, friendly attitude via all member communication channels including email, social media, and phone
• Resolve product or service problems by clarifying the member’s issue; determining the cause of the issue; selecting and explaining the best solution to solve the problem
• Follow procedures to enter club, officer, and member data into the Lions Clubs International Membership System.
• Perform a variety of data management and data entry functions, including reviewing and analyzing data for accuracy and prioritization.

We're Looking for Someone With:

• Associates degree or equivalent experience.
• 3+ years of customer service experience required
• Experience with high volume of work and ability to meet deadlines.
• Solid technical aptitude; comfortable utilizing various systems and tools
• Intermediate level of skill with applications such as Microsoft Word, Excel, PowerPoint and Outlook
• Experience working with Zendesk and/or Aptify a plus
• Bilingual a plus

Why You’ll Love Working Here:

Lions Clubs International has excellent benefits for you and your family. We believe in a balanced work-life and have programs and benefit plans to support our employees, such as:

• Three weeks paid time off plus time off for volunteering
• Flexible and hybrid work schedules
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 401K with employer match
• Reimbursable training
• Casual dress

Diversity, equity, and inclusion are at the core of who we are. Diverse and inclusive teams have a positive impact on the work we do, and we know that having varied perspectives helps generate innovative ideas to solve complex problems in an ever-changing world.

Lions Clubs International Is an Equal Opportunity Employer

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Who We Are
Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Job Summary
Under the general direction of TMP Customer Relations Manager the CR Member Supervisor supervises, mentors, and evaluates the member queue staff. This person selects, orients, and develops representatives and team leads, coordinates appropriate staffing with operations, and resolves problems in accordance with policies and accepted practice. In addition to insuring accurate technical information, the TMP CR Member Supervisor is responsible for resolution of complex customer inquiries, the facilitation of problem resolution, and consistently meeting or exceeding customer's expectations. The TMP CR Member Supervisor works with her/his team to insure outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives. The Supervisor, working closely with the Manager and the extended management team, participates in defining and executing department strategies and planning activities. In addition this supervisor may manage or collaborate with the Manager/Director on strategic projects associated with providing superlative member service.

Key Responsibilities/Duties - what you will be doing
KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS

Staff Development
Manage staff including supervision, assigning work, professional development, performance evaluation, recruitment and coaching/mentoring, Provide call coaching, constructive feedback and direction to staff to ensure consistent customer service,Work with staffing operations to identify opportunities to improve efficiency and the attainment of SLA's,Develop policies, procedures and guidelines to support consistent delivery of services Work with the Team Leads to insure reliable queue coverage and adequate oversight, Ensure a positive, collaborative working environment for the team Hire, discipline and do annual performance evaluations for all staff.

Escalation/ Facilitation
Creatively solves complex member issues as efficiently as possible by leveraging available systems, reaching out to other departments and research as needed.Provides updates/documentation as needed to clarify difficult or complex issues.Interacts and forms contacts with other THP staff, particularly with key departments, to identify opportunities and develop processes to improve member satisfaction and administrative efficiency

Departmental Strategy/ Planning
Provide leadership for projects within Customer Relations and for TMP Departmental and THP Corporate initiatives,Participate in projects and programs as needed.

Qualifications - what you need to perform the job
Qualifications (Minimum education & experience level required):
Bachelor's degree preferred or equivalent relevant work experience is required. Excellent verbal and written communication skills generally acquired through college or other advanced education are required. Minimum of one - two years of supervisory experience, preferably in a call center. Familiarity with Medicare Advantage plans highly desired.

Skill requirements (include complexity of position and specify whether the job regularly requires independent judgment and discretion):
Proficiency with MS Windows. Proficient keyboard skills. Strong verbal and written communication skills. Requires strong organizational skills as well as the ability to research and resolve issues. Basic math, grammar, and spelling are required. Knowledge of medical terminology is preferred. Ability to work under pressure and with attention to changing priorities. Demonstrated leadership skills.

Management Skills
Ability to supervise a team of entry level staff of 40- 45,Strong leadership and mentoring abilities,Excellent communication both verbal and written,Employs active listening skills, demonstrates patience, and is able to handle complex personnel issues tactfully, courteously and professionally.

Technical/Functional Skills:
Demonstrates solid technical skills and possesses thorough knowledge of TMP processes that impact the members,Knowledgeable in all state and federal mandates including, but not limited to, HIPAA, CMS guidelines and Appeals and Grievance processes.Demonstrates ability to learn additional product knowledge to support special initiatives or programs as they occur.Strong understanding of THP computer and telephone systems.Clear understanding of call center metrics and best practices to achieve optimal performance,Accesses efficiently all resource materials needed to effectively and accurately interpret, respond, and resolve customer inquiries and concerns.

Successful Work Attributes

Passion for Service:
Demonstrates a commitment to consistently exceed members' expectations.Strives to meet or exceed department established quality service standards.

Team Player:
Able to interact in a collaborative and professional manner with other members of the CR Team. This includes other supervisors, team leads, operations staff and representatives from other departments Ability to see the larger business needs of Medicare Preferred even when that need may create issues and/or challenges for the Customer Relations area

Interpersonal skills (include personal interaction):
Must be able to work cooperatively as part of a team. Requires strong interpersonal skills and an ability to provide excellent customer service in order to promote a positive company image. Must be able to effectively communicate with internal and external customers in verbal and written format.

Confidential data:
All information (written, verbal, electronic, etc.) that an employee encounters while working at Tufts Health Plan is considered confidential. Will be exposed to and required to deal with highly confidential and sensitive material. Must adhere to corporate compliance policy, department guidelines/policies and all applicable laws and regulations at all times.

Working Conditions or Additional requirements (include special requirements, e.g., lifting, travel, overtime)
Fast paced office environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Fast paced office environment. May require occasional evening or weekend hours as the needs of the organization dictate. May require occasional evening or weekend hours as the needs of the organization dictate.

Commitment to Diversity, Equity & Inclusion
Point32Health is committed to making diversity, equity, and inclusion part of everything we do-from product design to the workforce driving that innovation. Our DEI strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

COVID Policy
Please note: As of January 18, 2022, all employees - including remote employees - must be fully vaccinated. This position will require the successful candidate to show proof of full vaccination against COVID-19. Point32Health is an equal opportunity employer, and will consider reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.