Member Services Manager jobs in Wisconsin

Come join our growing Business Services Team as a Member Service Clerk at WEA Member Benefits!

At WEA Member Benefits, we are dedicated to serving our members with highly rated retirement savings, financial planning, and personal insurance programs for public school employees. Our employees have a passion for our mission and vision and strive to deliver “A Performance” in everything we do. WEA Member Benefits was created by Wisconsin educators for Wisconsin educators over 50 years ago. Our culture, work environment, and team have made our organization a 3-time “Best Places To Work” winner (Madison Magazine) and 3-time Top Workplaces winner (Wisconsin State Journal). We focus heavily on taking care of our employees with competitive pay, generous health/dental/vision insurance coverage, paid time off, and an industry-leading 401(k) retirement savings plan.

Summary:

The Member Service Clerk provides clerical and telephone support to WEA Member Benefits (Member Benefits) staff and departments, as well as answers and directs telephone calls from member participants, potential member participants, and outside vendors. The incumbent is additionally responsible for scanning and classifying incoming mail and assigning it to the appropriate department and workflow while upholding clerical accuracy and completeness of various member communications and other mailings. Dependability, accuracy, attention to detail, and timeliness are very important and must be routinely delivered without significant ongoing supervision or technical assistance.

Accountabilities:

60% – General Clerical Support:

• Attend to the front desk by greeting visitors, accepting packages, and notifying the pertinent staff of such events.
• Answer and direct incoming phone calls, including handling minor claim calls from members.
• Enter and update appropriate member information into the Property & Casualty (P&C) policy administration system, the Retirement and Investment Services (RIS) administration system, and customer service management systems when applicable.
• Retrieve, scan, classify, and distribute incoming mail.
• Retrieve and route fax communications.
• Review Member Benefits general inbox and route e-mails to appropriate staff.
• Prepare outgoing mail.
• File documents into both the P&C and RIS secure folders.
• Assist administrative staff with keeping accurate stock of inventory.
• Order company supplies.
• Maintain procedural records for all assigned duties as appropriate.
• Complete special projects and assignments compatible with the skills and the experience presumed for incumbents in this position.
• Other duties as/or assigned.

20% – Insurance Services Support:

• Sort information systems generated daily business reports and prepare renewals, endorsements, letters, and new policies for mailing.
• Utilize the P&C policy administration system to reference policy information, respond to customer inquiries, and input underwriting information.
• Follow-up with policy workflows including new business, applications, endorsements, and CORE (customer online relationship experience system).
• Assist with requests from legal entities such as lienholders and mortgagees by providing them with policy information and/or documentation.

20% – Retirement & Investment Services (RIS) Support:

• Mail contract summaries RMD statements, and Individual Retirement Account (IRA) and Tax Sheltered Annuity (TSA) enrollment confirmations.
• Prepare and mail IRA and TSA enrollment booklets, forms, promotional and other informational materials as needed.
• Review RIS e-mail and fax inboxes and route to appropriate staff.
• Review and process member account information, including beneficiary designations and name and address changes, by:

Contacting participant via email to confirm and provide information as well as request appropriate forms and documentation.

Determining all affected plans and products and enter changes in the online system.

Referring more complex issues to appropriate staff for review and resolution.

• Route questions or requests from prospective and current participants and employers to the appropriate RIS employee.
• Research correct addresses for returned mail through the Internet, directories, past correspondence, or by requesting reports; resend information; and update systems as necessary.

Required Experience and Knowledge:

• High School Diploma or equivalent.
• 7 months to 1 year of prior administrative or office experience.
• Knowledge of and experience utilizing word processing, calendaring, and e-mail applications (Microsoft Outlook and Word preferred).
• Knowledge of proper telephone etiquette.

Abilities Required:

• Ability to efficiently and effectively navigate between different computer programs to document complete and appropriate information into the online systems while speaking on the telephone.
• Ability to quickly and accurately enter data into a personal computer or similar equipment.
• Verbal communication skills, including ability to verbally convey routine information in a clear and concise manner, listening effectively, and responding appropriately.
• Ability to accurately perform basic math calculations and file information alphabetically.
• Ability to work as a constructive member of a team, sharing technical expertise as needed.
• Ability to be composed and adaptive in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities

Preferred Experience, Knowledge, and Abilities:

• Experience utilizing Stingray (P&C policy administration system), Newport Group/AWD (RIS administration and workflow systems), CORE; and Microsoft Outlook, Word, and Excel.

Physical Demands and Work Environment
These physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

• Work is primarily performed in an office environment with minimal exposure to injury.
• Must be able to lift and move up to 20 pounds.
• Ability to push an 80 lb. cart on wheels with boxes of enrollment kits, forms, promotional, and other materials weighing up to 60 lbs from one to three times per month.
• Ongoing daily use of computers and telephone.
• Walk, sit, stand, bend, climb, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk, hear, read, count, and write.
• Specific vision abilities required by the job include close vision, distance vision, color vision peripheral vision, depth perception, and the ability to focus.
• Must be able to work with frequent interruption.
• Low to moderate noise level.

WEA Member Benefits is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, or any other protected class under local, state or federal law.

WEA Member Benefits is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request an accommodation within the application process, contact us at apply@weabenefits.com.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work Location: In person