Member Experience Agent III

A minimum of three (3) years in a call center environment Expert-level communication and negotiation skills Advanced understanding of customer lifecycle, competitive positioning, and value articulation Demonstrated ability to analyze data and trends Comfortable acting as a peer mentor, trainer, and strategic contributor High degree of professionalism, empathy, and composure under pressure Strong business acumen Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools Must hold and maintain a General Lines Property & Casualty (P&C) license across multiple states Bilingual candidates (English/Spanish) encouraged to apply

Manage complex, escalated, and critical policyholder issues Serve as a subject matter expert and policy resource for the team Assist leadership in piloting new service strategies and understanding customer interaction trends Model best practices for communication, customer education, and quality assurance