Member Service Representative I

Job Summary The Member Services Representative I serves as the first point of contact for members, policyowners, beneficiaries, agents, and prospective members. This entry-level role is responsible for delivering exceptional customer service by responding to inquiries regarding life insurance policies, annuities, premium payments, policy benefits, and general account servicing. The Member Services Representative I provides accurate information, processes routine policy transactions, and resolves member inquiries while maintaining a high level of professionalism, empathy, and confidentiality. This position plays a key role in building member relationships and supporting the organization's commitment to service excellence. DUTIES AND RESPONSIBILITIES Customer Service Provide professional and courteous service through telephone, email, and written correspondence. Resolve routine customer inquiries concerning policy values, account balances, payment history, beneficiary information, and policy provisions. Research and communicate requested account information accurately and timely. Build effective relationships with policyowners, beneficiaries, producers, and internal business partners. Proactively gather and update customer information during customer interactions. Respond promptly and professionally to customer complaints, concerns, and service requests. Assist in customer retention efforts through exceptional service and relationship management. Policy Serving Assist with routine policy transactions, including: o Address, phone number, name and ownership changes Beneficiary updates oPremium payment inquiries Automatic payment (PAC/ACH) requests oPolicy status requests Basic billing questions oGeneral account information Explain required forms and documentation for routine service requests. Process customer transactions including inflows and outflows of funds. Process transactions accurately and within established service standards. Assist with policy changes, claims support, and administrative processing. Process annuity deposits, life insurance payments, and other service transactions as assigned. Distribute incoming correspondence and service work items as needed. Product & Systems Learning Develop a basic understanding of life insurance and annuity products. Learn GBU Life’s policies, procedures, and service guidelines. Use policy administration systems, customer relationship management (CRM) tools, phone systems, and internal resources to assist members. Supports marketing campaigns and product launches. Compliance & Risk Management Properly adheres to company risk management principles: o Adhering and supporting GBU’s Enterprise Risk Management Framework Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management oUnderstanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation Performs other related duties as assigned by management. QUALIFICATIONS High school diploma or equivalent required. Associate degree or coursework in Business, Finance, Insurance, or a related field, preferred. Prior experience providing exceptional customer service via phone and/or inperson required. Experience in financial services, banking, insurance, or call center environments, preferred. Strong verbal and written communication skills. Excellent problemsolving and active listening abilities. Strong organizational skills and attention to detail. Ability to manage multiple tasks in a fastpaced environment. Proficiency with Microsoft Office and the ability to learn multiple business applications. OUR BENEFITS Medical, Dental Vision Company paid HRA 401(k) + match Pension Plan LongTerm & ShortTerm Disability Life Insurance & AD&D PTO and VTO (Volunteer Time Off)