Member Service Representative I

JOB SUMMARY

The Member Services Representative I serves as the first point of contact for members, policyowners, beneficiaries, agents, and prospective members. This entry-level role is responsible for delivering exceptional customer service by responding to inquiries regarding life insurance policies, annuities, premium payments, policy benefits, and general account servicing.

The Member Services Representative I provides accurate information, processes routine policy transactions, and resolves member inquiries while maintaining a high level of professionalism, empathy, and confidentiality. This position plays a key role in building member relationships and supporting the organization's commitment to service excellence.

DUTIES AND RESPONSIBILITIES

Customer Service

• Provide professional and courteous service through telephone, email, and written correspondence.
• Resolve routine customer inquiries concerning policy values, account balances, payment history, beneficiary information, and policy provisions.
• Research and communicate requested account information accurately and timely.
• Build effective relationships with policyowners, beneficiaries, producers, and internal business partners.
• Proactively gather and update customer information during customer interactions.
• Respond promptly and professionally to customer complaints, concerns, and service requests.
• Assist in customer retention efforts through exceptional service and relationship management. Policy Serving
• Assist with routine policy transactions, including: o Address, phone number, name and ownership changes o Beneficiary updates o Premium payment inquiries o Automatic payment (PAC/ACH) requests o Policy status requests o Basic billing questions o General account information
• Explain required forms and documentation for routine service requests.
• Process customer transactions including inflows and outflows of funds.
• Process transactions accurately and within established service standards.
• Assist with policy changes, claims support, and administrative processing.
• Process annuity deposits, life insurance payments, and other service transactions as assigned.
• Distribute incoming correspondence and service work items as needed. Product & Systems Learning
• Develop a basic understanding of life insurance and annuity products.
• Learn GBU Life’s policies, procedures, and service guidelines.
• Use policy administration systems, customer relationship management (CRM) tools, phone systems, and internal resources to assist members.
• Supports marketing campaigns and product launches. Compliance & Risk Management
• Properly adheres to company risk management principles: o Adhering and supporting GBU’s Enterprise Risk Management Framework o Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management o Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation
• Performs other related duties as assigned by management.

QUALIFICATIONS

• High school diploma or equivalent required.
• Associate degree or coursework in Business, Finance, Insurance, or a related field, preferred.
• Prior experience providing exceptional customer service via phone and/or in-person required.
• Experience in financial services, banking, insurance, or call center environments, preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving and active listening abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and the ability to learn multiple business applications. OUR BENEFITS
• Medical, Dental Vision
• Company paid HRA
• 401(k) + match
• Pension Plan
• Long-Term & Short-Term Disability
• Life Insurance & AD&D
• PTO and VTO (Volunteer Time Off)