Virtual Member Loyalty Advisor

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

Position Summary

The Virtual Loyalty Advisor is responsible for strengthening relationships with Wellby members by closing the loop on Net Promoter Score (NPS) feedback, partnering with the social media team to help address negative online member reviews or complaints, executing loyalty and retention strategies, resolving account issues in a timely manner for our members, and analyzing member feedback from outreach efforts to develop key themes and insights. The Loyalty Advisor has frequent contact with other internal departments, as well as members, to ensure member issues are promptly managed and addressed. Key areas of focus include proactively partnering with team leaders and managers to expedite and resolve complex member issues in a timely manner to support loyalty and retention and promote overall member satisfaction.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works with purpose and is driven to provide the best team member experience.
• Place outgoing calls and/or email communication to follow up with members providing feedback through various channels: surveys, social media posts, online reviews, etc.
• Address member feedback and help resolve member issues with accuracy and efficiency.
• Monitor and maintain a closed-loop feedback process to ensure that all member requests are addressed, and expectations exceeded.
• Document member information and feedback after each interaction.
• Analyze and track outreach feedback themes from members and suggest opportunities for improvement.
• Expand member relationships by suggesting information about other products and services.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Maintain a high level of professionalism with members and create a connection with every interaction.
• Impact the organization’s bottom line by problem-solving and creating member-for-life relationships.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software’s.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to exercise independent judgment.

Supervisory Responsibilities

The team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the Manager, Retail Contact Center
• The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings. 
• The team member must be able to exchange information, in person, in writing, and v