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Member Services Specialist

  • Texas, Irving

  • 11/05/2025

  • Contract

  • Active

Job Description:

  • Job Summary
    The Member Services Specialist provides exceptional customer service and support to members by assisting with inquiries, resolving issues, and ensuring a positive experience across all member touchpoints. This role is responsible for maintaining accurate member information, processing requests efficiently, and representing the organization’s values through professional and compassionate communication. The Member Services Specialist acts as a key resource to members, internal departments, and external partners to promote satisfaction and retention.

    Key Responsibilities
    1. Serve as the primary point of contact for member inquiries via phone, email, or in person.
    2. Provide accurate information regarding membership benefits, policies, procedures, and services.
    3. Research and resolve member issues or concerns promptly and professionally.
    4. Process membership applications, renewals, cancellations, and account updates in accordance with organizational policies.
    5. Document all interactions and transactions accurately within the member management system or CRM.
    6. Collaborate with internal departments to ensure timely resolution of member needs and requests.
    7. Identify trends in member feedback and escalate recurring issues to management for improvement opportunities.
    8. Educate members about available programs, resources, and tools to enhance engagement and satisfaction.
    9. Maintain compliance with data privacy and confidentiality standards.
    10. Participate in ongoing training and development to stay current with policies, systems, and service standards.

    Required Qualifications
    1. High school diploma or equivalent required; associate degree preferred.
    2. Minimum 1–2 years of customer service or administrative experience, preferably in healthcare, insurance, financial services, or membership-based organizations.
    3. Strong verbal and written communication skills.
    4. Excellent problem-solving and conflict-resolution abilities.
    5. Ability to multitask in a fast-paced, high-volume environment.
    6. Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and familiarity with CRM or membership management systems.

    Preferred Qualifications
    1. Prior experience in healthcare member services, call center operations, or insurance administration.
    2. Knowledge of HIPAA regulations and data privacy standards.
    3. Bilingual (English/Spanish) communication skills preferred.

    Certifications
    1. No specific certifications required.
    2. Customer Service or Call Center Professional Certification preferred (if applicable).

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