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Member Care Representative II
3 weeks ago
Brea, California,

Job Description

Title           : Member Care Representative II                                        Location          : Breach,CA 92821
Duration         : 10 months

Job Summary

  • Handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners.
  • Completes and processes all necessary forms.
  • Creates an exceptional customer experience while contributing to individual and team goals.
  • Should Be  a pet lover
  • Provides process and performance improvement recommendations.


  • Answers moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.
  • Reduces customer call backs by creating a simple, hassle-free interaction for the caller.
  • Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
  • Completes and processes all necessary forms.
  • Follows up for necessary documents in order to process requested changes.
  • Participates in technical and customer service skills training to stay aware of current and best practices.
  • Diagnoses customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers? needs with company guidelines.
  • Majority of calls will be moderate, but may take overflow of complex calls if necessary.
  • Provides process and performance improvement recommendations.
  • Is fully cross trained on all available product lines for the business unit.
  • Some positions may require bilingual skills.


  • High school studies; some undergraduate studies preferred.


  • Meets minimum experience level for Member Care Representative I.
  • In addition, typically three months of foundational training and experience; successful demonstration of holistic foundational experience including performance and company strategy elements.
  • Demonstrated experience in moderate call handling.


  • Knowledge of general business practices and terminology.
  • Familiarity with insurance and customer service concepts.
  • Mastery of foundational call skills including Client billing and billing systems,
  • Client policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge.
  • Is fully cross-trained on all insurance products for the business unit.


  • Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers.
  • Analytical skills to analyze billing information.
  • Requires strong multi-tasking and computer navigational skills. 

Job Requirements

Inbound ,calls,outbound ,insurance ,finance ,policies,billing ,client billing,complex call,member care ,customer service ,pet lover


Job Code: 788033

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