Member Retention Specialist

As a Member Retention Specialist at MASA Global, your primary responsibilities include investigating member issues and concerns, facilitating membership renewals and cancellations, and managing payment collections. You’ll need to utilize your communication skills to retain memberships while maintaining accurate records of interactions and transactions in our retention portal.

To be considered for the Member Retention Specialist role at MASA Global, you should have a high school diploma or GED, 2-3 years of experience in customer service or phone sales, and strong verbal and written communication skills. A 2-20 Insurance License is preferred but not mandatory, making this a great opportunity for those looking to grow in the insurance field.

The job schedule for a Member Retention Specialist at MASA Global is Monday through Friday from 11:00 AM to 7:00 PM, with opportunities for overtime. This allows for a well-rounded work-life balance while still providing necessary support to our members.

Working as a Member Retention Specialist at MASA Global comes with attractive benefits including health, dental, and vision insurance, 15 days of paid time off, and a 401(k) program with employer matching. These benefits underline our commitment to supporting our employees and their families.

MASA Global fosters a collaborative environment and provides the necessary tools and training for Member Retention Specialists to succeed. The company culture emphasizes teamwork, innovation, and personal development, ensuring that every employee can contribute meaningfully while progressing in their careers.

When addressing this question, highlight a specific instance where you employed strong communication and problem-solving skills. Explain how you navigated the member's concerns and the strategies you implemented to resolve the issue and retain their membership.

You could explain your approach of categorizing calls based on urgency and impact. Discuss how maintaining an organized logging system is critical to ensure all members receive timely responses while not compromising on service quality.

Demonstrate your knowledge of crafting clear and compelling communication that highlights key benefits. Mention how you identify a member's specific needs and tailor your approach to communicate relevant value propositions.

Discuss your tactics for dealing with resistance, such as empathetic listening paired with reassurance. Explain how you maintain professionalism while actively seeking to understand their concerns while guiding them towards resolving payment issues.

Share your familiarity with data entry processes and any specific CRM tools you've used. Emphasize your attention to detail and how you ensure accuracy while logging member information and interactions.

Discuss your mindset and techniques for staying positive, such as focusing on the impact you can make for the member and leveraging support from your colleagues. This showcases your resilience and commitment as a Member Retention Specialist.

Articulate the importance of strong communication skills, emphasizing that your ability to connect with members and effectively convey information is crucial for building relationships and maintaining memberships.

Illustrate your approach by explaining how you communicate any limitations while ensuring the member feels heard and valued. Suggesting follow-up actions can also help in managing their expectations effectively.

Share your passion for customer service and desire to help families through the vital support MASA Global provides. Express how the company’s mission resonates with your values and how you want to contribute to building long-lasting member relationships.

Offer a specific example where you identified a gap in service delivery and proposed a solution that enhanced the member experience. Focus on the collaborative efforts you initiated with your team to implement this improvement successfully.