Job Description

JOB DESCRIPTION

JOB TITLE: Member Services Representative

REPORTS TO: Client Services Manager

POSITION CLASSIFICATION: Non-Exempt, Full-Time

POSITION SUMMARY:

The Member Service Department is dedicated to providing the highest quality of service to all of our members, credit unions, and associates. We support our members through the claims process to assure they receive the fullest benefits from their vehicle service agreement. We use our best judgment in any given situation for the benefit of our members. We strive to help our members understand the terms and conditions of their vehicle service agreement to become educated consumers and contract holders. Our philosophy is that every member is important to us and that we treat our members the way that we would like to be treated. Whenever a member inquires about a concern, we will assist them in resolving their concern or situation. We use logic and reason to handle each claim. If there is any “gray area” concerning a claim, we will find the best solution for the member, credit unions, account executives, and IWS in resolving the claim.

CORE RESPONSIBILITIES:

• Answering incoming calls from members and credit unions
• Assisting members, credit unions, and account executives in resolving claim issues or any other concerns that they may have
• Assisting members in finding auto repair facilities that will work with the IWS warranty
• Assisting the members, credit unions, and account executives in finding fast resolutions on their concern or claim
• Explain and educate the member on the vehicle service agreement that they have purchased
• Assist in finding and setting up rental for the member
• Escalating claims as needed and providing advice to the Member Service Assistant Manager or Contact Center Director while continuing to follow up on the member’s concern
• Setting major tasks when members have a major automobile repair and following up daily to avoid any disruption for the member
• Work with other departments in an effort to provide exceptional sales and service support
• Ability to manage taking and making up to 50 calls per day
• Explaining and educating our members on the type of vehicle service agreement that they purchased
• Ensure that our members and credit unions receive the highest quality of customer service
• Work with the member service management to build a better customer service relationship
• Work with all IWS departments to ensure that if there is a problem with a member's claim that it gets resolved with a minimum of member disruption in resolving their claim
• Other duties as assigned

EXPERIENCE, KNOWLEDGE AND SKILLS:

• Previous automotive warranty customer service background preferred
• Have a caring attitude in explaining the reason to the member when their claim has been denied
• Knowledge of automobile repairs preferred
• Experience in call center customer service setting
• Strong verbal and written communication skills
• Strong work ethic and detail-oriented with excellent organizational and multitasking skills
• Ability and knowledge of general computer skills using Microsoft Windows products such as Outlook, Word, Excel
• Typing skills, minimum of 25 WPM
• Critical thinking, problem-solving, judgment, and decision making

EDUCATION AND QUALIFICATIONS:

• High School Diploma

SPECIAL REQUIREMENTS:

• This position works from a professional office environment - hybrid remote/office schedule. Please apply if you live in South Florida.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines
• Ability to work on a laptop or personal computer as well as talk on the phone for extended periods of time is required
• Employee is regularly required to talk or hear
• The employee frequently is required to sit, stand, walk, use hands, handle, feel and reach with hands and arms
• Ability to work full-time hours, generally a minimum of 40 hours per week, for this position
• Ability to lift up to 10 pounds
• 1 or 2 Saturdays per month 9 AM-1 PM as required