Member Services Associate
4 days ago
Maven Clinic is seeking a highly skilled Member Services Associate to join our team. As a Member Services Associate, you will play a critical role in providing exceptional support to our members, ensuring their needs are met and their experiences are positive.
Key Responsibilities- Engage with members through various channels, including messaging, live chat, and phone calls, to provide timely and effective support.
- Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation, ensuring high member satisfaction and meeting target response times.
- Assist members with issues related to Maven Wallet and payments, ensuring seamless transactions and resolving any discrepancies.
- Process receipts submitted by members for reimbursement across all areas of the Maven Wallet product, following relevant procedures and guidelines.
- Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues.
- Provide general support to members regarding common Maven Wallet member issues, ensuring their concerns are addressed promptly and efficiently.
- Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation.
- 1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services, and/or claims may be acceptable in lieu of direct fertility benefit navigation).
- Meticulous attention to detail and strong customer service orientation.
- High degree of empathy in dealing with sensitive topics and ability to work independently and as part of a team.
- Proficient in Google Workspace tools and strong organizational skills, with demonstrated ability to multi-task and manage time effectively.
- Strong written and verbal communication skills.
- Prior experience managing payments and a bachelor's degree or equivalent experience.
- Verbal and written fluency in Spanish.
- A competitive salary range of $48,000-70,000 per year, depending on qualifications and experience.
- Stock options and benefits package.
- A supportive and inclusive work environment, with opportunities for professional growth and development.
- A comprehensive benefits package, including health, dental, and insurance plan options, and generous PTO.
- Access to the full Maven platform and specialists, including care for mental health, reproductive health, family planning, and pediatrics.
- Whole-self care through wellness partnerships and weekly breakfast, lunch, and get-togethers.
- 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months).
- Annual professional development stipend and access to a personal career coach through Maven.
- 401K matching for US-based employees (immediately vesting).
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