Member Advocate Representative

Member Advocate Representative

Pay: $18/hour
Location: Fieldglass (On-site in Temple, TX)

Summary:
Seeking attentive and customer-focused Member Advocate Representatives to join our team for a 3-month temporary role with potential for conversion to full-time employment. In this on-site position, you will serve as a primary contact for member inquiries related to benefits, premium payments, and enrollment. You will be responsible for delivering exceptional service while adhering to call handling and quality standards. Successful candidates will demonstrate strong communication skills, the ability to multi-task in a fast-paced environment, and a commitment to resolving member concerns efficiently.

Requirements:

• High School Diploma or GED
• Ability to commute reasonably to Temple, TX
• Proficiency in basic computer skills and typing
• Good verbal and written communication skills
• Ability to work well under pressure and in a fast-paced environment
• Successful completion of proficiency and customer service training
• Basic understanding of policies and customer service best practices

Responsibilities:

• Communicate policies, procedures, and services clearly to members
• Answer calls promptly, ensuring at least 80% of calls are answered within 30 seconds
• Maintain call abandonment rates below 5% with average hold times under 2 minutes
• Meet monthly quality goals after initial training
• Assist members with benefits information, payments, and enrollment inquiries
• Verify and update demographic information in the system
• Document all inquiries accurately and handle concerns to resolve issues before escalation
• Access appropriate resources to provide accurate benefit details
• Collaborate with team members to meet departmental performance standards

Benefits:

• Competitive hourly pay with opportunities to transition into full-time employment
• On-site training and support during initial onboarding
• Flexibility with shift scheduling after training, with shifts available between 7 AM and 7 PM, Monday-Friday
• Opportunity to develop customer service and communication skills in a supportive environment
• Potential for career growth within the organization
• Belonging and inclusion-focused workplace dedicated to valuing diverse perspectives