## Summary:
At Chapter, we're improving the lives of our members every day. We are looking
for a Member Support and Retention Specialist to help us build and improve the
support and retention function. As an MSR Specialist, you will help establish
processes that enable Chapter's members to get the healthcare they need at a
price they can afford. You will be responsible for ensuring Chapter's members
have an amazing experience with Chapter and get the most out of their Medicare
plans.
To date, our retention at Chapter has been best-in-class and more than an
order-of-magnitude better than larger players. You will be responsible for
working with customers to renew their plans and provide a range of member
support. Chapter's Member Support team is committed to providing outstanding
service to our members — many of whom are entering retirement.
**What you’ll do:**
* Collaborate closely with the Medicare Advisory team to ensure a seamless transition from becoming a new Chapter Medicare policy holder to a long-term member
* Assist members with a variety of needs they have, from understanding and activating their benefits to appealing claims.
* Manage annual renewal cycles to maximize customer benefits and minimize costs
* Support retention processes in conjunction with Operations and Product teams
* Work with the team to recognize patterns of customer inquiries so that the underlying issue can be documented and resolved
* Handle customer escalations from your team
**What you’ll need:**
* 2+ years in Customer Support / Success role
* Highly detail oriented with strong empathy for Chapter members
* Drive to succeed and passion for the role
* Uncompromising integrity and strong dedication to professionalism
* Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
* Experience at a start-up preferred
This is an in-person role based in our office in Phoenix, Arizona.
Salary: $20 / hour; up to 40 hours a week plus full benefits.
