Outbound Retention Specialist

This position is responsible for communicating our client's benefits and programs that create and reinforce meaningful experiences for our members. An excellent member experience will have a direct impact on our client's recruitment and retention goals. As the Member Care Representative, you will focus on:

• How to initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications telephone, email, online chats).
• Identify customers' needs, clarify information, research customer issues, and provide solutions and /or alternatives.
• Seize the opportunity to promote services and benefits. It is essential that we remind members of the value of their membership and associated benefits and programs.
• Work to elevate our customer experience through all avenues. Build valuable relationships and interactions; engage members/customers by going the extra mile.
• Develop a thorough knowledge and understanding of the associations' benefits programs and delivery methods. Become the in-house expert on all programs and benefits we offer our members/customers.
Responsibilities:
• Contact members whose memberships are approaching expiration to remind them of the renewal process.
• Connect with members with declined payments to update their payment information and ensure successful renewal.
• Analyze data related to membership renewals, credit card declines, and reactivations to identify trends in areas for improvement.
• Maintain customer focus and adapt to different personality types to help resolve member/customer issues.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-2 + years of customer service or call center experience.

-Excellent verbal and written communication skills are critical, along with the experience of working with customers/members in a positive manner.
-Excellent computer skills are a must.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.