Member Services Representative

Respond to member inquiries by telephone, email, and in person regarding eligibility, health benefits, pension, annuity, vacation, and scholarship programs. Research and resolve member issues accurately while explaining plan provisions, eligibility requirements, and procedures in a clear manner. Assist members with completing forms and applications, conduct identity verifications, and review incoming documents for completeness and compliance. Accurately document interactions within applicable systems and maintain electronic and paper records in accordance with organizational policies and regulatory requirements. Protect sensitive information and ensure compliance with HIPAA and all applicable privacy regulations. Adhere to departmental policies, standard operating procedures, and established service protocols. Stay current on benefit programs, plan changes, and procedural updates to ensure accurate information is provided to members.