Senior Customer Service - Member Care Representative III

Remote, USA • Full-time • Posted 2026-05-04

Immediate need for a talented Senior Customer Service with experience in the Insurace Industry.
This is a 12+ Months Contract opportunity with long-term potential and is located in Scottsdale, AZ. Please review the job description below.

Job ID: 20-34154

Answers moderately complex to most 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 an experienced level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Will be required to take overflow of complex calls. Acts as the official "back-up" to the complex segment when volumes and coverage dictate.
Provides process and performance improvement recommendations; assists peers regarding service and policy issues.
Is fully cross trained on all available product lines for the business unit. May act as a subject matter expert to assist other associates.
Subject matter expert activities may include, but are not limited to; peer assistance in training classrooms, on floor assistance for new hires, project input/feedback, adhoc requests from leadership, etc.
Some positions may require bilingual skills.
Some positions may require knowledge and use of two platforms.
Performs other duties as assigned.

High school studies; some undergraduate studies preferred.
For some positions state licensing could be required.
Continuing education as required by state(s).
Associates may be asked to obtain the required state licenses within the time period designated by the business unit.
If an associate fails or is unable to obtain required licenses /registrations within the time period designated by the business unit.
Meets minimum experience level for Member Care Representative II.
In addition, typically eight months of moderate training and experience; successful demonstration of moderate experience and performance.
Knowledge of general business practices and terminology.
Maintains a current understanding of insurance and customer service concepts.
Mastery of foundational call skills including Nationwide billing and billing systems,
Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge.
Comprehensive understanding regarding moderate call functions. Is fully cross-trained on all insurance products for the business unit.

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