Member Support Specialist

The insurance industry is evolving, and SIAA is excited to drive this evolution. As the premiere agent alliance, we have created the strongest network where independent insurance agencies can accelerate their growth by accessing diverse products from the most reputable carriers available. We make a difference in people’s lives by helping them build successful careers and businesses, and when we achieve this for our member agencies, our strategic partner carriers, and for our internal team, the potential for our collective success is unlimited.

As a Great Place to Work, SIAA embraces the unique experience, background, and perspective that each individual brings, and we are connected by the common core values that drive our success: Persistent Positivity, Intellectual Curiosity, Humble Authenticity, Selfless Collaboration, and Solution-Driven. Join a team that is relentless in its pursuit of continuous improvement and execution of forward-thinking ideas. If you are looking for an organization where your ideas are heard, your feedback is valued, and your opportunities to learn and grow abound, look no further than SIAA and our master agency network.

We have a new opportunity for a Member Support Specialist to assist with providing support to our members and Insurance Placements Specialists. The primary responsibilities of this role include evaluating member submissions and service requests received via email, ensuring prompt and accurate distribution to the appropriate team member, and processing service requests quickly and efficiently. This position works with various areas in the organization and requires excellent attention to detail, and the ability to work well in a fast-paced environment.

Day to Day

• Evaluate, prioritize, and distribute inbound member submissions and emails to the appropriate Insurance Placement Specialist or SIAA Sales Center team for timely processing.
• Process service requests promptly and efficiently, adhering to established procedures and guidelines.
• Add and maintain appropriate documentation in SIAA Sales Center systems in support of members, staff, and carriers.
• Responsible for monitoring shared email inbox traffic and workflows.
• Coordinate with members and carrier partners to obtain any additional information necessary to complete policy service requests.
• Responding to phone calls and voicemails with proper phone etiquette and professionalism when required.
• Responsible for intake and management of paper mail and associated processing workflows. 
• Provide exceptional member experience by promptly addressing inquiries and resolving issues in a friendly, timely, and accurate manor.
• Collaborate with colleagues to streamline processes and improve the efficiency of SIAA Sales Center customer workflows.
• Successfully engage in multiple initiatives simultaneously.
• Other duties as directed by management.

Requirements

• High school diploma or equivalent.
• Certification or education in office administration, property and casualty insurance, or customer service is a plus.
• Ability to prioritize tasks and manage time effectively.
• Highly proficient with Microsoft office products, customer relationship management (CRM) software, and email management systems.
• Attention to detail and accuracy in handling service requests and maintaining documents.
• Adaptability and resilience in handling high volumes of emails and member requests.
• Familiarity with insurance policies and procedures is desirable but not required.

SIAA is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.