Tag

#call guide

Behind the desk

How does member services answer a rate question during a call today?

The call guide has not changed. What changed is how fast the desk can open the right section, and how plainly the answer says which version it came from. The Member Services Lead on the current-quarter readiness work.

Dana Okafor · Member Services Lead, Harbor Mutual · September 26, 2026 · 4 min read

Behind the desk

What did I learn in my first weeks on the member-services desk?

I arrived expecting to memorise products. Instead I learned to open them. A new representative on the four habits the call guide drills, and the one call that made them stick.

Jordan Reyes · Member services representative, Harbor Mutual · September 22, 2026 · 3 min read