Member Care Representative

Location: Jacksonville, FL

Schedule: Monday-Friday, 8:30 AM-5:00 PM

Work Arrangement: 100% Onsite

Openings: 2

We are partnering with a well-established company in the legal services and insurance industry that is experiencing exciting growth following a recent acquisition. With more than 50 years in business, this organization is seeking two customer-focused Member Care Representatives to join its Jacksonville team.

This is an excellent opportunity for someone who enjoys helping others, solving problems, and working in a fast-paced, professional office environment. Unlike a traditional call center position, this role involves managing member inquiries from start to finish, reviewing insurance coverage, coordinating with attorneys, and ensuring members receive the assistance they need.

The ideal candidate is personable, articulate, detail-oriented, and comfortable navigating multiple computer systems while delivering exceptional customer service.

Member Services & Inbound Calls

• Respond to inbound calls and provide professional, timely assistance to members.
• Verify member information, eligibility, and insurance coverage.
• Gather relevant case details to understand member needs and determine appropriate next steps.
• Explain policy benefits, coverage, enrollment, cancellation, and account information.
• Identify appropriate attorneys and provide members with referral and contact information.
• Accurately document member interactions and case information in internal systems.

Outbound Calls & Follow-Up

• Respond to member inquiries received through voicemail, email, and other communication channels.
• Conduct follow-up calls regarding attorney assignments, case status, and outstanding issues.
• Coordinate communication between members and attorneys to ensure timely resolution.
• Maintain accurate records of all outbound communications and follow-up activities.

Case Coordination & Documentation

• Process legal service requests, including traffic citations and related documentation.
• Collect, review, and upload required documents into electronic member records.
• Educate members on applicable legal service processes, deadlines, and documentation requirements.
• Assist with attorney assignments, reassignment requests, and resolution of service concerns.
• Maintain organized and accurate electronic records.

Administrative & Team Support

• Manage assigned service requests and tickets through customer relationship management (CRM) systems.
• Monitor daily workloads and prioritize member requests.
• Assist with member account updates, payment changes, and general administrative tasks.
• Collaborate with team members, management, and attorneys to resolve complex inquiries.
• Perform additional duties as assigned.
  
  

• Previous customer service experience, preferably in a professional office or call center environment.
• Excellent verbal and written communication skills.
• Strong computer proficiency and ability to navigate multiple software applications.
• Exceptional problem-solving skills and attention to detail.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Professional, positive attitude with a genuine desire to help others.
• Strong organizational skills and ability to maintain accurate documentation.
• Dependable, adaptable, and comfortable working both independently and collaboratively.

Preferred Qualifications

• Previous experience in the insurance industry (any insurance background is welcome).
• Experience reviewing policies, explaining coverage, or handling customer claims or service inquiries.
• Familiarity with CRM or ticketing systems, such as HubSpot.
• Experience handling high-volume inbound and outbound calls.
  
  

• Established Organization: Join a company with more than 50 years of industry experience.
• Exciting Growth: Be part of an organization entering a new phase of expansion.
• Career Advancement: Opportunities for internal promotion and professional development.
• Meaningful Work: Help individuals navigate important legal matters and connect with the resources they need.
• Variety: Every day brings different member inquiries and opportunities to solve problems.
• Work-Life Balance: Consistent Monday-Friday schedule with no weekends.
• Supportive Team: Work alongside a small, collaborative group where your contributions make a difference.
  
  

We're looking for someone who brings more than basic customer service experience. The right individual is an excellent communicator who enjoys helping people, takes ownership of customer concerns, and can confidently manage multiple responsibilities throughout the day.

Insurance experience is a plus, but not required. The company is willing to train someone who demonstrates strong communication skills, computer proficiency, a positive attitude, and a commitment to delivering outstanding service.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [email protected] .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.


• Virginia residents may access our state specific policies here.


• Residents of all other states may access our policies here.


• Canadian residents may access our policies in English here and in French here.


• Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

· the individual's skill sets, experience and training;

· licensure and certification requirements;

· office location and other geographic considerations; and

· other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).