About this role
The Member Support Specialist supports members in the eCaptiv program by guiding onboarding, troubleshooting technical issues, and coordinating key member meetings. The role also produces loss runs, supports SAIs training, monitors governance compliance, and helps support executive and board meeting materials and events.
Key Responsibilities
- Guide Members through Telematics Exchange, Member Portal, and eLive Connect
- Diagnose and troubleshoot technical issues and escalate as needed
- Produce and distribute loss runs for claims selection
- Coordinate Member meetings and support eCaptiv Committee, Executive, and Board meetings
- Maintain compliance across Sagitta, ImageRight, and TPA software
Technical Overview
This is a remote support role focused on insurance technology platforms and member-facing workflows. The specialist manages onboarding and troubleshooting across Telematics Exchange, Member Portal, eLive Connect, and maintains compliance across Sagitta, ImageRight, and TPA software while using Microsoft Office tools (Excel, Word, Teams, PowerPoint) for documentation, reporting, and meeting support.
Ideal Candidate
The ideal candidate has 3+ years of insurance industry experience and can provide remote technical support for member onboarding across multiple insurance platforms. They are detail-oriented and communicate clearly as the primary member point of contact, producing loss runs, supporting SAIs training, and maintaining compliance across Sagitta, ImageRight, and TPA software.
Must-Have Skills
Minimum of three years of insurance industry experienceGuide new and existing Members through Telematics Exchangethe Member Portaland eLive Connect platformsDiagnose and troubleshoot common technical issuesServe as the primary point of contact for MembersProduce and distribute loss runs for claims selectionMaintain compliance with company workflowspoliciesand procedures across essential software platforms (e.g.SagittaImageRightTPA software)Proficiency in Microsoft Office productsspecifically ExcelWordTeamsand PowerPoint
Nice-to-Have Skills
Familiarity with insurance processesExperience managing vendor relationshipsExperience providing remotetechnical support and troubleshooting
Tools & Platforms
Telematics ExchangeMember PortaleLive ConnectSagittaImageRightTPA softwareMicrosoft ExcelMicrosoft WordMicrosoft TeamsMicrosoft PowerPoint
Required Skills
Telematics ExchangeMember PortaleLive Connecttechnical troubleshootingonboarding supportloss runsclaims selectionSpecial Account Instructions (SAIs)training deliverygovernance protocol complianceSagittaImageRightTPA softwareMicrosoft ExcelMicrosoft WordMicrosoft TeamsMicrosoft PowerPointmeeting coordinationcontinuing educationcompliance
Hard Skills
Telematics ExchangeMember PortaleLive ConnectTechnology platform onboardingTechnical troubleshootingEscalation of complex technical problemsLoss runs productionClaims selectionSpecial Account Instructions (SAIs)Training deliveryGovernance protocol non-compliance monitoringRegulatory complianceContinuing education requirementsMicrosoft Office productsExcelWordTeamsPowerPointSagittaImageRightTPA softwareEvent planning supportAnnual Risk Management Summit supportMeeting coordination (KickoffRisk ManagementAnnual Reviews)Document preparation and distribution
Soft Skills
Excellent communication skillsStrong attention to detailCustomer serviceRelationship buildingMultitaskingPrioritizationComfortable presenting to diverse audiencesDetail-orientedWell-organizedMaking sounddata-driven decisionsCross-functional coordinationComfort with boards and executive meeting support
Keywords for Your Resume
Member Support SpecialisteCaptivTelematics ExchangeMember PortaleLive Connectloss runsclaims selectionSpecial Account Instructions (SAIs)technical supporttroubleshootingSagittaImageRightTPA softwareMicrosoft OfficeExcelWordTeamsPowerPointMember onboardingtechnology platform onboardingvendor relationshipsKickoffRisk ManagementAnnual ReviewsAnnual Risk Management Summitcontinuing educationcompliancegovernance protocol
Deal Breakers
Must have minimum of three years of insurance industry experience, Must be able to work with Telematics Exchange, Member Portal, and eLive Connect, Must be proficient with Microsoft Excel, Word, Teams, and PowerPoint
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