The Member Service Manager investigates and resolves complex and sensitive service-related disputes involving members. Analyzes existing and proposed programs, policies and services to ensure their equitability and responsiveness to member needs. Provides recommendations for improvements in customer service systems, relations and administration. Develops proposals and implements programs and services targeted to specific member needs. Serves as liaison to develop and maintain relations with consumer groups and complaint/regulatory agencies.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• • The main focus of the Member Services Manager is to develop, manage, and grow complex relationships with the decision makers and other key personnel within our member companies with a special focus on the top 150 member companies
  • Educating members on all services available (Portal, new processes, etc.)
  • Develops and ensures established procedures for processing prospective members’ applications
  • Promoting and educating on new services available to members
  • Assists prospective members in fulfilling onboarding requirements in Texas, West Virginia and South Dakota
  • Executes on markets determined as potential targets
  • Assists in promoting and sales of Customized Solutions
  • Resolves high profile disputes on behalf of the company and its customers
  • Continuously maintain pleasant yet professional rapport with customers and members
  • Maintaining a positive relationship with members through excellence in service and positive resolution to concerns
  • Advocates member viewpoints to management on decisions directly affecting service-related concerns.
  • Available to be on call after-hours