Job Description
Title: Member Services Associate
Location: Remote
Maven is looking for a Member Services Associate who will be a key frontline member of the Member Services Team focused on ensuring that members are supported during their use of Maven Wallet and their fertility journeys specifically, especially when it comes to reducing the financial anxiety associated with fertility treatments.
As a Member Services Associate at Maven, you will:
- Answer tier 1 and tier 2 inquiries related to our payments product, our fertility managed services benefit, and benefits design/navigation within target response times and with high member satisfaction
- Engage with Maven members over both written (messaging/live chat) channels, as well as phone conversations (inbound and outbound)
- Assist and coach other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
- Investigate and address claims-related issues and benefits inquiries to ensure a speedy resolution for our members
- Proactively follow-up with Maven members to answer additional questions or check-in regarding their experience
- Assist with updating content, communications, articles, SOPs, et cetera to help develop a robust self-serve library for agents and members alike
- Serve in a supporting capacity as-needed to assist with key operational needs for our reimbursement and fertility programs
- Update and maintain program overviews for clients that detail their Wallet benefits
- Ensure claims are accurately and compliantly documented and filed
- Relay member insights to management to improve product development, team processes, and workflows
Qualifications for this role include the following:
- 1-2 years of member-facing experience in benefits management or insurance
- Prior experience and/or comfort engaging in both written and verbal communication with customers
- Prior awareness of claims and collections from a customer service or operations standpoint
- Demonstrated ability to navigate complex conversations
- Strong customer service orientation
- Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease
- Ability to communicate with empathy and clarity, both with customers and your teammates, in both written and verbal communication
- Proficient in Google Workspace tools
- Ability to work independently and as part of a team
- Strong organizational skills; demonstrated ability to multi-task and manage time effectively
- Bachelor’s degree or equivalent experience is a plus
- Verbal and written fluency in Spanish is a plus