Member Experience Representative

Job description

Description Position Overview: The Member Experience Representative serves as a key resource for handling complex transactions and resolving escalated issues. This role not only supports members with exceptional customer service but also ensures a positive experience by efficiently addressing complex scenarios and contributing to the overall success of the team. What You Will Do: - Confirm account ownership to protect member privacy and security. - Deliver efficient, accurate service while managing high call volumes and multiple systems. - Meet or exceed departmental service level agreements and individual performance metrics. - Resolve member inquiries and account issues across all complexity levels. - Handle member-requested escalations, de-escalating or escalating calls per department procedures. - Identify cross-selling opportunities and present relevant products and services to meet members’ needs. - Accurately, route member inquiries to the appropriate teams when necessary. - Follow all departmental policies, procedures, rules, regulations, and compliance requirements, and complete all required compliance and security training by assigned due dates Requirements: Our Ideal Can...