Member Advocate - Employee Benefits

4 hours, 2 minutes ago
Full-time
Mid Level
Customer and Technical Support
IMA Financial Group

IMA Financial Group

IMA Financial Group is an integrated financial services provider that specializes in asset protection for a diverse client base, while also focusing on making a positive impact in the communities it serves.

Insurance
1K-5K
Founded 1974

Description

  • Answer incoming calls and perform outreach to client representatives and individual members regarding questions and issues.
  • Research problems, identify root causes, and work toward possible solutions with providers, insurance carriers, and plan administrators.
  • Set expectations for follow-up timing, issue handling, and likely outcomes.
  • Document member conversations, follow-ups, and resolutions in the appropriate systems.
  • Collaborate with IMA service team members to ensure consistent communication and strong outcomes.
  • Escalate issues when appropriate to support resolution.
  • Maintain client information and materials needed to assist member inquiries and issue resolution.
  • Run reports and analyze data to track utilization, outstanding issues, and service improvement opportunities.
  • Lead client onboarding calls to explain member service capabilities and establish expectations.
  • Assist the manager with reviewing service standards, issue tracking tools, and performance metrics.

Requirements

  • High school diploma or equivalent.
  • 3 to 5 years of experience in a service or call center role.
  • Working knowledge of employee benefits and the insurance industry.
  • Ability to read, analyze, and interpret insurance contracts and plan documents.
  • Consistent track record of delivering excellent customer service.
  • Strong organizational skills.
  • Ability to learn and efficiently use software systems.
  • High degree of tact and ability to manage difficult situations.
  • Strong written and verbal communication skills.
  • Current life and health license (preferred).
  • Bilingual written and verbal Spanish skills (preferred).
  • Customer service experience in an insurance setting (preferred).
  • Bachelor’s degree (preferred).

Benefits

  • Salary range of $55,000 to $80,000 USD.
  • Annual performance bonus.
  • Stock purchase opportunity.
  • Medical, prescription, dental, and vision coverage.
  • 401(k) and FSA/HSA options.
  • Paid time off, paid holidays, and sabbatical.
  • Flexible work options.
  • Well-being stipend and Family Assistance Program.
  • Personal and professional development support.

Interested in this position?

Apply directly on the company website

Apply Now

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