Member Relations Specialist

The Member Relations Specialist plays a vital dual role in driving new voluntary benefits business and supporting the operational excellence of the BenAssist Call Center. This position is responsible for implementation of new clients while overseeing call center operations and providing ongoing support and training to enrollers.

Requirements

• Support the BenAssist Team Leader in fostering strong partnerships with Mercer, inter-agency collaborations, and internal MMA East teams.
• Manage standalone and value add BenAssist services and Long-Term Care (LTC) clients from sale, implementation to ongoing servicing.
• Act as a liaison for the BenAssist Call Center providing expert knowledge to prospects, internal client teams and external clients.
• Responsible for identifying and reporting clients’ new business, value adds, chargebacks, revenue shares and splits.
• Manage overall implementation project plan, ensuring that all deliverables are completed timely.
• Assist with creating and revising required contracts and agreements to Agency and/or client for signature.
• Responsible for providing pertinent client details to BenAssist call center resources during implementation and ongoing.
• Manage online scheduler and assign appointments to counselors
• Oversee client specific email boxes
• Provide extended hours support up to 8pm EST during peak season
• Assist with onboarding tasks of new BenAssist clients such as managing call guides, uploading final client specific benefit documentation to system, ServiceNow census uploads, etc.
• Assist with client escalations in providing documented transcripts of calls, call recordings, etc.
• Support Member Relations Manager with other operations as needed

Benefits

• Health and welfare benefits
• Tuition assistance
• 401K savings
• Other retirement programs
• Employee assistance programs