Member Support Specialist

Position Description:

The Member Support Specialist works cross-functionally to ensure a positive experience for each Member in the eCaptiv program. This role includes assisting with technology platform onboarding, coordinating various Member-related meetings (Kickoff, Risk Management, Annual Reviews), and providing support to eCaptiv’s Standing Committee, Executive, and Board of Directors meetings. Qualified candidates will have exceptional communication skills, strong attention to detail, and a commitment to delivering outstanding customer service.

Primary Responsibilities: (consists of but not limited to):

Technology & Onboarding Support

• Guide new and existing Members through Telematics Exchange, the Member Portal, and eLive Connect platforms.
• Diagnose and troubleshoot common technical issues, escalating more complex problems as needed.

Member Relations & Coordination

• Serve as the primary point of contact for Members, cultivating and maintaining strong relationships.
• Coordinate Member-related meetings (e.g., Kickoff, Risk Management, Annual Reviews) and provide support for eCaptiv Committee, Executive, and Board of Directors meetings.
• Oversee the implementation of eCaptiv programs, ensuring Members receive timely updates, training, and assistance.

Administrative & Technical Functions

• Produce and distribute loss runs for claims selection.
• Assist in developing Special Account Instructions (SAIs) and delivering relevant training to Members.
• Monitor Members that may not be in good standing due to governance protocol non-compliance.

Continuous Improvement & Compliance

• Stay current on regulations, laws, and best practices; fulfill all continuing education requirements.
• Maintain compliance with company workflows, policies, and procedures across essential software platforms (e.g., Sagitta, ImageRight, TPA software).
• Proactively suggest process improvements and participate in special projects as required.

Event & Project Participation

• Contribute to the planning and execution of the Annual Risk Management Summit, as well as other conferences, trade shows, or company events.

Job Requirements & Qualifications:

Education:

• Bachelor’s degree or college-level coursework in Information Technology, Computer Science, or a related field.
• Familiarity with insurance processes and claims strongly preferred.

Experience:

• Minimum of three years of insurance industry experience.
• Experience managing vendor relationships is a plus.
• Experience providing remote, technical support and troubleshooting, a plus.

Desired Skills:

• Proficiency in Microsoft Office products, specifically Excel, Word, Teams, and PowerPoint.
• Strong multitasking and prioritization abilities; meets deadlines effectively.
• Excellent written and verbal communication skills; comfortable presenting to diverse audiences.
• Detail-oriented, well-organized, and capable of making sound, data-driven decisions.
• Proven ability to maintain confidentiality and collaborate effectively as a team player.
• Familiarity with process improvement and/or project management methodologies.
• Ability to accommodate continuous and repetitive hand and arm movement on keyboard and look at computer screens for long periods.

The above reflects management’s definition of essential functions for this position but does not restrict the tasks that may be assigned. The above responsibilities are representative only; management may modify the duties and responsibilities to this position at any time.

Work from Home Setup:

• An internet connection, via cable or fiber, that can support 300Mbps down and 10Mbps up. A wired (Ethernet) connection to the internet is preferred for best performance.
• A workstation, desk, or table that is ergonomically suitable for the employee’s physical needs, (standing, sitting, etc.). This workspace must support two, 24” displays, a laptop, docking station, keyboard, and mouse, at minimum.

Teleworkers must be reachable while teleworking during the employee’s regularly scheduled hours. Methods of communication include email account, voice calls, and messages using company-issued iPhone, Microsoft Office Teams, and other appropriate department tools and equipment. It is expected that teleworkers will attend all virtual scheduled meetings with their cameras on as much as possible. Additionally, any calls and/or voicemails will be answered in a timely manner.

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 1 year (Required)

Work Location: Remote