As a Member Services Associate at Maven, you will be responsible for:

Engaging with Maven members over messaging. Associates may be asked to focus on outbound messages around technical issues and general Maven questions based on volume.
Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction
Answering contacts related to Maven Wallet and payments-related member issues
Assisting members with ensuring relevant documentation is submitted for reimbursement requests
Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product
Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets
Creating and/or maintaining member-facing program overviews and other key internal resources
Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues
Providing general support to members regarding common Maven Wallet member issues
Assisting with basic operational work related to Wallet as the need arises
Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation
Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework

Minimum Qualifications:

1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services and/or claims may be acceptable in lieu of direct fertility benefit navigation)
Meticulous attention to detail
Strong customer service orientation
High degree of empathy in dealing with sensitive topics
Proficient in Google Workspace tools
Ability to work independently and as part of a team
Strong organizational skills; demonstrated ability to multi-task and manage time effectively
Strong written and verbal communication skills

Preferred Qualifications:

Prior experience managing payments
Bachelor's degree or equivalent experience

Hours:

All shifts will be Mon-Fri 8:30am-5pm ET

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

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Member Service Representative - Fertility