JOB OPENING: Member Service Associate

1891 Financial Life
Job Title: Member Service Associate
Department: Operations
FLSA Status: Non-Exempt
Date: August 1, 2025

SUMMARY:
The Member Service Associate assists our members with initial claims calls, member information changes and maintenance (address updates, change of beneficiary), answers incoming telephone calls, collaborates with team members to ensure a positive 1891 experience for our members. This position will also assist other departments with various special projects including administrative and research tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
(Other duties may be assigned.)

• Nurtures the relationship with members to enhance and strengthen the relationship between the client/member and the organization.
• Share basic policy information with members
• Process death claims from beginning to end – work with the beneficiaries and members to guide them through the claims process, process claim documents in compliance with state guidelines and ensure timely claims payments with a high level of accuracy; Guide members through the change of beneficiary process, update member contact information in the system
• Evaluate legal documents (Power of Attorney, Trust documents, etc.) and maintain the appropriate documents in member files
• Intake and organize incoming mail and scan/file the forms in their respective
• Utilize Salesforce to track phone calls, emails and correspondence with all members
• Perform special projects as requested by various departments
• Provide guidance to members regarding Partial and Full Surrenders, Minimum Required Distributions, Maturities and Loans
• Input special notes into policy administrative software (Fimmas) to maintain up to date critical information about membership information
• Maintain effective communication and working relationships with all employees
• Any additional duties will be assigned as proficiency increases in current role
• Timely, update and maintain the processes and procedures documents of the member services desk
• Weekly meetings with team to discuss all matters to resolve issues
• Other duties as assigned

• Demonstrated Customer Service skills
• Strong attention to detail
• Must have exceptional organization and time management skills
• Knowledge of Office 365
• Knowledge of Salesforce or Customer Relationship Management software
• English/Spanish Bi-Lingual is a plus but not required
• Demonstrated administrative skills including filing and data entry 

• High School Diploma or equivalent
• 2+ years of Customer Service Experience in a professional environment
• 1+ years of Insurance Industry experience is helpful but not required
• Life Insurance license is a plus but not required