Member Services Associate

4 days ago


New York, New York, United States Maven Clinic Full time
About the Role

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.
Requirements
  • 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.
Preferred Qualifications
  • Prior experience managing payments and a bachelor's degree or equivalent experience.
  • Verbal and written fluency in Spanish.
What We Offer
  • 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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