Member Support Specialist

WHO WE ARE

Relation Insurance is a leading, innovative company with a strong commitment to excellence and a passion for delivering cutting-edge solutions to our clients. As a key player in the insurance market, we pride ourselves on our dynamic culture, collaborative environment, and continuous drive for success. With a rich history and a bright future ahead, we are looking for exceptional individuals to join our team and contribute to our ongoing growth and success.

WHAT WE'RE LOOKING FOR

The Member Service Specialist serves as a primary point of contact for members and providers while also providing essential back end and administrative support to ensure timely and accurate resolution of inquiries. The individual in this role is responsible for answering inbound calls, managing shared inboxes, completing follow-up work, conducting research, and performing outbound communications. The Member Service Specialist collaborates closely with internal teams to achieve first call resolution whenever possible and ensures seamless handling of ongoing or complex requests.

A GLIMPSE INTO YOUR DAY

• Answers inbound calls promptly and professionally.
• Strives to achieve first call resolution whenever possible.
• Provides accurate information regarding benefits, services, and requests.
• Accurately documents all calls, actions, and resolutions in call tracking and case management systems.
• Manages and responds to inquiries in shared and assigned inboxes promptly, professionally, and with empathy.
• Completes follow-up work and administrative tasks to support member and provider requests.
• Conducts research and performs outbound communications to resolve inquiries.
• Assigns appropriate call statuses (e.g., First Call Resolution or Open).
• Takes ownership of assigned and claimed tasks to ensure timely completion.
• Communicates follow-up needs clearly and collaborates across teams as required.
• Provides phone coverage during periods of high call volume or operational need.
• Identifies and communicates trends, recurring issues, and process improvement opportunities to leadership.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience.
• Performs other projects, duties, and tasks, as assigned.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• High school diploma or equivalent required.
• Previous customer service experience, preferably in a call center, healthcare, insurance, or administrative support environment.
• Experience in member services, healthcare, or insurance operations preferred.
• Familiarity with shared inboxes, ticketing systems, call tracking, or CRM/case management systems preferred.
• Experience documenting work in CRM or case management platforms preferred.
• Prior experience working in a team-based support environment preferred.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and meet response-time expectations in a fast-paced setting.
• High attention to detail and documentation accuracy.
• Professional demeanor with strong interpersonal, collaboration, and time management skills.
• Basic computer proficiency and ability to learn new systems.

WHY CHOOSE RELATION?

• Competitive pay.
• A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.
• Career advancement and development opportunities.

Note: The above is not all encompassing of the full position description.

Relation Insurance Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

At Relation, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is presented within this posting.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors,…