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Member Services Associate
2 months ago
Maven Clinic is seeking a highly skilled and empathetic Member Services Associate to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service to our members, ensuring their needs are met and exceeded.
Key Responsibilities- Engage with members through various communication channels, including messaging, live chat, and phone calls.
- Respond to non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction.
- Assist members with technical issues and general Maven questions based on volume.
- Process receipts submitted by members for reimbursement across all areas of the Maven Wallet product.
- 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.
- 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.
- Strong customer service orientation.
- High degree of empathy in dealing with sensitive topics.
- Proficient in Google Workspace tools.
- Ability to work independently and as part of a team.
- Strong organizational skills; demonstrated ability to multi-task and manage time effectively.
- Strong written and verbal communication skills.
- Prior experience managing payments.
- Bachelor's degree or equivalent experience.
- Verbal and written fluency in Spanish.
- A competitive salary range of $48,000-70,000 per year.
- Stock options and benefits.
- A supportive and inclusive work environment.
- Ongoing professional development and career growth opportunities.
