Member Service Advocate

TITLE:                          Member Services Advocate

REPORTS TO:           Manager, Member Services

PAYROLL STATUS:    Non-exempt

BAND/ZONE:               A3

LOCATION:                  Sales Center - Omaha

Basic Funcions

Operating within the core values and operating principles of the organization, the Member Service Advocate is responsible for generating enrollments and providing customer service through inbound calling programs which includes performing a variety of activities.  The goal is to exceed member expectations for the products we market and the services we provide and allow them an easy way of doing business with AAA Life Insurance Company.

Primary Duties and Responsibilities:

• Receives calls directly from customers responding to direct mail solicitations.
• Answers inquiries about features, processes and functionality of direct mail products over the phone.
• Enrolls customers in a direct mail product over the phone by obtaining pertinent information.
• Receives calls directly from customers regarding questions and concerns, in order to provide or retrieve information.
• Understand and be able to reiterate the difference between direct mail, term, permanent and travel accident insurance.
• Processes a variety of requests from policy owners, to include address changes, beneficiary changes, ownership changes, policy changes, addition or deletion of riders, cancellations, duplicate policies, reinstatements, mode changes, payment method changes and the termination of Accidental Death benefit policies due to death from natural causes. 
• Determines which process changes can be done verbally vs. in writing.
• Process appropriate requests in Ultera for admin personnel to mail out.
• Responds to a variety of telephone inquiries from policyowners, agents and others.  This includes making a callback if necessary within 24 hours, even if question/problem is still being researched.
• Assists with special projects 
• Mentor fellow employees on department functions.
• Assists Manager in establishing procedures and standards of policy service as required.
• Retain existing customers who intend on calling in to cancel their policies.  This entails “reselling” policies to customers by way of explaining the features and benefits.
• Transfer and/or redirect customers to other AAA Life Insurance departments and contacts when necessary. 
• Other duties as assigned.

Core Competencies:

• Achieves Results/Has Bias for Action - Achieves stretch results.  Strong bias for action with sense of urgency and high energy.  Practices collaborative working environment to achieve more.
• Customer Focus - Has ability to look from customer’s view.  Viewed as business partner by external and internal customers.  Anticipates customer needs to ensure no barriers to doing business.
• Uses Effective Communication Skills - Candid, clear and concise in communication.  Effectively matches style, tone and method to audience.  Connects with intended audience.  Manages communication and feedback within the organization.
• Displays Team Orientation - Works collaboratively to achieve organization’s success.
• Technical/Professional Skills - Strives to stay ahead of technical/professional expertise, is proactive and inspires others to stay current in areas of technical expertise.

Educaitonal Requirements:

High School Diploma

College level courses or insurance license preferred

LOMA 1 and 2 coursework preferred

Knowledge, Skills, and Ability Requirements:

• Knowledge of various life insurance products.
• Knowledge of life insurance company operations policies and procedures.
• Good overall communication skills (listening, verbal, and written)
• Ability to multi-task (think, talk, and type at the same time)
• Member focused and a good understanding of insurance industry.
• Strives for excellence when responding to customer inquiries.
• Experience of putting customer’s best interest as primary objective.
• Personal responsibility to deliver on commitments.
• Display integrity in all interactions with internal and external teams.
• Communicate effectively and respectfully with others in a work environment.
• Respond to customer inquiries quickly, accurately, and respectfully.
• Satisfactorily meet the customer’s needs on the first call.
• Relate to customers who have varying degrees of insurance knowledge.
• Ability to navigate multiple computer applications and telephone technologies.
• Ability to type 40 words per minute
• Receptive when direction and feedback is delivered from Management.
• Ability to work effectively on project teams.
• Availability for overtime or weekends when necessary.

Physical Demands:

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and talk or hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.

Work Environment

Works in a temperature controlled environment.

Moderate noise is typical for the work environment.