Member Services Representative Trainee

Job Description

Job Description

About Armed Forces Benefit Association (AFBA) and 5Star Life

In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm’s way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what. 5Star Life Insurance Company was founded in service and carry that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities – rather than the bottom line- drives our business.

This position is in Staunton, VA

About the role:

This position provides a full range of duties to support the member. This role promptly and accurately responding to all insurance inquiries and completing appropriate actions to provide high levels of service to customers, colleagues, and market partners.

Essential Duties and Responsibilities:

• Scan and upload member update forms
• Document member updates
• Participate in Team communications
• Ensure security of all member information, following processes, procedures, and compliance requirements
• Take phones calls and escalate, if appropriate
• Handle all member requests within guidelines; document all actions taken
• Respond to shared email box
• Review and process member updates
• Scan and upload new business applications
• Monitor and take action on PO Box correspondence

Who we are seeking:

The ideal candidate for this position will possess the ability to quickly learn and effectively apply knowledge of relevant systems, databases, and technology essential to their role. A working understanding of life insurance products and industry policies is crucial, though the willingness to develop this expertise is also valued. Strict adherence to privacy laws and company guidelines is a must, with a strong focus on safeguarding client information. Candidates should demonstrate excellent multitasking skills, maintaining professional and efficient customer service while navigating various systems. Key attributes include active listening, clear communication, attention to detail, and a proactive service orientation, alongside strong time management skills. Personal accountability, taking ownership of both successes and mistakes, is essential, as is a commitment to driving the organization toward its goals.

Education/Experience Requirements:

• High School diploma, GED, or equivalent required
• Customer service experience a plus
• Understanding of the Military, including National Guard, and First Responder Culture or the ability to learn

Benefits we offer:

• health insurance (medical, dental, and vision)
• flexible spending accounts (medical and dependent care)
• 401k plan with generous employer match
• paid time off
• paid holidays (12)
• life insurance
• short- and long-term disability insurance
• employee assistance program
• professional development & tuition reimbursement
• career growth opportunities
• on-site gym and locker rooms (Alexandria, VA office only)
• friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources ([email protected]). EEO is the Law (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.