Member Advocate (Employee Benefits)

IMA Financial Group; United States; Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Annual Performance Bonus

Stock Purchase

Medical Plans

Dental, Vision

401(k)

Life/AD&D

Job summary

IMA Financial Group in the United States is seeking a client service professional to support member inquiries within our advocacy program. The role involves answering calls, researching issues, and coordinating with providers and plan administrators to deliver resolutions.

You will log interactions, escalate when needed, and lead onboarding calls to set expectations. A background in employee benefits, strong communication, and problem solving are essential, with an opportunity to advance within

Qualifications

• High school diploma or equivalent.
• 3 to 5 years of experience in a service or call center.
• 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.
• Preferred: Customer service experience in an insurance setting.
• Preferred: Bachelor's degree.

Responsibilities

• Answer incoming calls from client representatives and members to discuss questions and issues.
• Conduct research and problem solving to identify root causes and possible solutions with providers and plan administrators.
• Log and document member conversations, follow-ups, and resolutions.
• Collaborate with service teams to ensure best outcomes and consistent communication.
• Escalate issues when appropriate to ensure resolution.
• Lead client onboarding calls to introduce member service capabilities and expectations.
• Assist manager with reviewing service standards and metrics to improve the advocacy program.

Skills

Customer service

Professional communication

Organizational skills

Problem solving

Software proficiency

Tact in difficult situations

Education

High school diploma or equivalent

Bachelor’s degree

Life and health license (preferred)

Tools

CRM software

Data analytics tools

Job description

Essential job responsibilitiesinclude 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

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. In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate’s geographic location, prior relevant experience, and their knowledge, skills, and abilities.

*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 Places to Work

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.

Company Culture

Change makers. Employee owners.

We’re hiring do-ers, go-getters, and the owners of tomorrow at IMA as we build the brokerage of the future.

See what it feels like to be supported by IMA on your career journey.