Member Advocate (Employee Benefits)

IMA Financial Group; Overland Park (KS); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Annual Performance Bonus

Stock Purchase

Medical Plans

Prescription Drugs

Dental

Vision

401(k)

Life/AD&D

Paid Time Off

Flexible Work Options

Job summary

IMA Financial Group in Overland Park, KS is seeking a client service professional to support member inquiries in a fast-paced benefits environment. You will handle calls, analyze plan documents, document conversations, and collaborate with the service team to deliver accurate resolutions.

A high school diploma and 3–5 years in a service or call center are expected, with licenses preferred. The role offers competitive benefits, performance bonus, and growth opportunities within a national firm.

Qualifications

• 3–5 years of experience in a service or call center environment.
• Working knowledge of employee benefits and the insurance industry.
• Ability to read, analyze, and interpret insurance contracts and plan documents.
• Demonstrated ability to deliver excellent customer service and maintain organization.

Responsibilities

• Answer incoming calls and outreach to client representatives and members.
• Research issues, identify root causes, and propose solutions with providers and plan administrators.
• Log, document, and track member conversations, follow-ups, and resolutions.
• Collaborate with the service team to ensure consistent communication and best outcomes.
• Escalate issues when appropriate to ensure timely resolution.
• Maintain client information and materials to support inquiries.
• Run reports and analyze data to identify opportunities for service improvements.
• Lead client onboarding calls and set expectations for clients and teams.

Skills

Customer service

Call center

Benefits knowledge

Insurance contracts

Written and verbal communication

Organizational skills

Software proficiency

Tactful communication

Education

High school diploma or equivalent

Bachelor’s degree

Job description

Essential job responsibilities include but are not limited to:

• Supports and demonstrates IMA’s core values
• Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
• Answer incoming calls from, perform outreach to, and build rapport with client representatives and individual members to discuss their questions and issues
• Conduct research and use problem solving techniques to identify issues, root causes, and possible solutions – this includes communicating with providers, insurance carriers, and plan administrators
• Set expectations for time-sensitive follow-ups, how the issue/question will be managed, and appropriate possible outcomes
• Log and document member conversations, follow-ups, and resolutions
• Collaborate with IMA service team members to ensure best outcomes and consistent communication
• Escalate issues when appropriate to ensure appropriate resolution is achieved
• Maintain client information and materials needed to support member inquiries and issue resolution
• Run reports and analyze data to track utilization, note outstanding issues, and identify opportunities to improve service model for members
• Lead client onboarding calls to introduce member service capabilities, learn about existing coverage and carriers, and set appropriate expectations for clients and internal service team
• Assist manager with reviewing service standards, issue tracking tools, and other metrics to ensure advocacy program continues to provide value to IMA clients and their members and improvements are made when needed

Required Experience and Skills: include but are not limited to:

• High school diploma or equivalent
• 3 to 5 years of experience working in a service or call center capacity
• Working knowledge of employee benefits and insurance industry
• Ability to read, analyze, and interpret insurance contracts and plan documents
• Consistent track record of delivering excellent customer service
• Excellent organizational skills
• Demonstrated ability to learn and efficiently utilize software systems
• Possess high degree of tact and ability to manage difficult situations
• Ability to communicate professionally and proficiently in both written and oral form

Preferred

• Current life and health license
• Customer service experience in an insurance setting
• Bachelor’s degree

#LI-JS1

Salary Range $70,000 — $85,000 USD

Compensation & Benefits

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. This role is eligible for the following:

• Annual Performance Bonus
• Stock Purchase
• Medical Plans
• Prescription Drugs
• Dental
• Vision
• Family Assistance Program
• FSA
• HSA
• Pre-Tax Parking Plan
• 401(k)
• Life/AD&D
• Accident
• Critical Illness
• Hospital Indemnity
• Long Term Care
• Short-term Disability
• Long-term Disability
• Business Travel Accident
• Identity Theft
• Paid Time Off
• Flexible Work Options
• Paid Holidays
• Sabbatical
• Gift Matching
• Well-Being Stipend
• Personal and Professional Development

*These benefits do not apply to internship roles.

Why Join IMA?

We’ve built a reputation for putting our associates first

What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It’s this unique ownership business model that makes working at IMA so appealing.

We work in teams. We sell in teams. We win and prosper as a team

We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we’re big enough to write business all over the world and small enough to implement your ideas quickly.

We are recognized nationally as a leader in our industry

• Business Insurance Magazine – Best Places to Work in Insurance
• US Insurance Awards – Community Outreach Project of the Year
• U.S. Chamber of Commerce Citizen Awards – Best Corporate Steward finalist
• Inc. Magazine Best Workplaces
• Inc. 5000 – List of Fastest Growing Companies
• Alaska Journal of Commerce – Best Workplaces in Alaska
• Charlotte Business Journal – Best Places to Work
• Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies
• Connecticut Top Workplaces
• Dallas Business Journal – Best Places to Work
• Denver Business Journal – Best Places to Work
• Denver Business Journal – Fast 50
• Kansas City Business Journal – Best Places to Work
• Los Angeles Business Journal – Best Places to Work
• Puget Sound Business Journal – Washington’s Best Workplaces
• Tampa Bay Times – Best Workplaces
• The Salt Lake City Tribune Top Workplaces
• Utah Business – Best Places to Work
• Wichita Business Journal – Best Workplaces

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.