Member Retention Specialist

The Opportunity
Are you passionate about building lasting customer relationships and ensuring their satisfaction? Do you thrive in an environment where your communication skills and persistence make a difference? If so, we want you to join our dynamic team at MASA as a Member Retention Specialist!

• Pay: total annual compensation typically ranges from $60,000 to $80,000 and is not capped. This includes a base pay of $19.00 per hour.
• Benefits: health, dental & vision insurance, 15 days PTO, 401(k) program with an employer match, and more
• Work Schedule: Monday-Friday 11:00 AM - 7:00 PM, plus overtime opportunities
• Location: Fort Lauderdale, FL 33309

About Us
MASA Global has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masamts.com
Key Responsibilities

• Renewals & Cancellations: Investigate member issues and concerns and use support strategies to retain or regain membership renewals. Your ability to connect with our members will be crucial in ensuring their satisfaction.
• Collections: Take charge of contacting members whose credit card and ACH payments have declined to obtain a new payment method or reprocess payment. You will play a vital role in maintaining touches and meeting collection goals.
• Documentation: Enter, create, and maintain a log of touches and payments processed in our retention portal and payment log. Your attention to detail will ensure we stay organized and efficient.

What You Bring

• High School Diploma or GED: A foundational educational background is required.
• Relevant Experience: 2-3 years of prior experience in customer service, phone sales and/or retention is required.
• Strong verbal, including negotiation/sales skills, and written communication skills are necessary for this role.
• Basic data entry and Microsoft Excel skills are needed.
• 2-20 Insurance License (Preferred): A valid and active 2-20 license is highly desired for this role as we provide insurance solutions.

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person

Work Location: In person