Member Services Senior Associate

Maven is seeking a Member Services Senior Associate who brings strong customer judgment, operational rigor, and the ability to navigate complex benefits and payment workflows with confidence and care. In this role, you will serve as a trusted point of contact for members, independently resolving the majority of inquiries across Maven Managed Benefits, fertility programs, and Maven Wallet.

This role is designed for operators who can learn complex systems quickly, apply sound judgment within defined guardrails, and support members through sensitive and nuanced situations. You will manage multi-step member journeys end to end, contribute to shared knowledge and process improvements, and help ensure a consistent, high-quality member experience across channels.

Our Member Services team works remotely and supports Maven members 7 days/week.

We are currently hiring for the following shifts:

• Monday - Friday 8:30am - 5pm EST
• Monday - Friday 1pm - 9:30pm EST
• Sunday - Thursday: 1pm - 9:30am EST (Sunday: 9:00 AM – 5:30 PM EST)
• Tuesday - Saturday: 9am - 5:30pm EST

As a Member Services Senior Associate at Maven, you will be responsible for:

• Independently resolve a broad range of member inquiries across Maven Managed Benefits, fertility programs, and Maven Wallet workflows while meeting defined response time, quality, and satisfaction standards
• Interpret and clearly explain benefits design, eligibility, and coverage to members, identifying edge cases and ensuring alignment with plan rules and member context
• Manage end-to-end reimbursement and payment workflows, including reviewing documentation, identifying discrepancies, guiding members on next steps, and ensuring accurate processing
• Apply judgment to prioritize and triage tickets based on urgency, member impact, and downstream operational or financial risk
• Navigate multiple internal systems to investigate issues, document case activity, and ensure accurate resolution across interconnected workflows
• Determine when issues require escalation versus independent resolution and route cases appropriately using Maven’s member experience escalation framework
• Support members through complex or sensitive situations with clarity, empathy, and professionalism
• Serve as a go-to resource for peers by answering questions related to benefits navigation, payments, and Wallet workflows
• Contribute to the creation and maintenance of internal and member-facing documentation, program overviews, and workflow guidance
• Identify patterns in member issues and surface insights or improvement opportunities to team leads and cross-functional partners
• Support operational initiatives and ad hoc projects related to benefits, reimbursements, or payments as business needs evolve
• Maintain flexibility to work across assigned shifts, including evenings, weekends, and holidays, as required

Minimum Qualifications:

• 2+ years of experience in a member-facing or customer support role within healthcare, insurance, financial services, or another process-driven environment
• Demonstrated ability to independently manage complex, multi-step workflows with accuracy and attention to detail
• Experience interpreting benefits, claims, reimbursements, or policy-driven rules, or the demonstrated ability to learn quickly in regulated environments
• Strong written and verbal communication skills with the ability to explain complex information clearly and compassionately
• High degree of empathy and discretion when supporting members through sensitive topics
• Proven ability to prioritize work, manage ambiguity, and exercise sound judgment within defined guidelines
• Comfort navigating multiple systems and tools simultaneously
• Proficiency with Google Workspace tools

Preferred Qualifications:

• Experience supporting benefits navigation, claims, reimbursements, or payments workflows
• Experience in healthcare, fertility benefits, or financial operations environments
• Zendesk & Slack experience
• Demonstrated peer mentorship or informal leadership experience
• Bachelor’s degree or equivalent practical experience
• Verbal and written fluency in Spanish

The base salary range for this role is $68,000 - $80,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

This role requires active work authorization in the US.

Maven embraces a flexible and inclusive work environment. This role is open to candidates in: AZ, DC, DE, FL, GA, HI, IL, KS, MA, MD, ME, MI, MN, NC, NJ, NM, NV, NY, OH, OR, PA, SC, TN, VA, VT, WI. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work.