Member Relations Specialist

Member Relations Specialist

The Member Relations Specialist plays a vital dual role in driving new voluntary benefits business and supporting the operational excellence of the BenAssist Call Center. This position is responsible for implementation of new clients while overseeing call center operations and providing ongoing support and training to enrollers. The role ensures exceptional client service, effective communication of solutions, and smooth operational workflows to contribute to the growth and success of the organization. Key responsibilities include, but are not limited, to the following :

• Support the BenAssist Team Leader in fostering strong partnerships with Mercer, inter-agency collaborations, and internal MMA East teams.
• Manage standalone and value add BenAssist services and Long-Term Care (LTC) clients from sale, implementation to ongoing servicing.
• Act as a liaison for the BenAssist Call Center providing expert knowledge to prospects, internal client teams and external clients.
• Responsible for identifying and reporting clients' new business, value adds, chargebacks, revenue shares and splits.
• Manage overall implementation project plan, ensuring that all deliverables are completed timely.
• Assist with creating and revising required contracts and agreements to Agency and / or client for signature.
• Responsible for providing pertinent client details to BenAssist call center resources during implementation and ongoing.
• Manage online scheduler and assign appointments to counselors
• Oversee client specific email boxes
• Provide extended hours support up to 8pm EST during peak season
• Assist with onboarding tasks of new BenAssist clients such as managing call guides, uploading final client specific benefit documentation to system, ServiceNow census uploads, etc.
• Assist with client escalations in providing documented transcripts of calls, call recordings, etc.
• Support Member Relations Manager with other operations as needed

Required education and experience :

Knowledge & skills needed :

Physical demands and work environment :

Work location : This position will be based out of our MMA East Conshohocken, PA location. The base salary range for this role is $60,000.00 to $70,000.00. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs. Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex / gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com Marsh McLennan and it affiliates are EOE Minority / Female / Disability / Vet / Sexual Orientation / Gender Identity employers.