Templates
Employee Onboarding
Member Services Representative Onboarding
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Member Services Representative Onboarding

1
Provide an overview of company values and culture
2
Explain role and responsibilities of a Member Services Representative
3
Introduce to the Member Services team
4
Attend training on company products and services
5
Learn about the company's customer service policy and procedure
6
Go through the member database management system training
7
Approval: Manager on system training
8
Familiarize with member service programs and campaigns
9
Review the company's privacy policy and confidentiality agreement
10
Attend customer service scenario training
11
Go through role-play exercises for handling member inquiries
12
Approval: Team Leader on role-play exercises
13
Learn about the dispute and complaint handling process
14
Understand escalation process and levels of authority
15
Learn to use communication tools and software
16
Job-shadowing with an experienced Member Services Representative
17
Approval: HR on job-shadowing experience
18
Complete first assessment of knowledge and skills
19
Obtain feedback from trainers
20
Approval: Manager on first assessment