Member Advocate, Employee Benefits & Support

IMA Financial Group; Pasadena (CA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Stock purchase plan

Medical, dental, vision

401(k) & other programs

Paid time off

Job summary

IMA Financial Group is seeking a customer-focused professional to support member inquiries and service requests. You will handle calls, research issues with carriers and plan administrators, and set clear follow-ups while maintaining accurate documentation and strong client relations.

The role requires experience in benefits/insurance, excellent organization, and the ability to use software systems effectively. A life/health license is preferred and a bachelor’s degree is a plus.

Qualifications

• High school diploma or equivalent.
• 3–5 years 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.
• 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 in written and verbal form.
• Preferred: life and health license; customer service in an insurance setting; bachelor’s degree.

Responsibilities

• Supports and demonstrates IMA’s core values.
• Values and understands diversity, equity, and inclusion among all IMA associates.
• Answer incoming calls from client representatives and members to discuss questions and issues.
• Research and identify issues, root causes, and solutions, communicating with providers, carriers, and plan administrators.
• Set expectations for follow-ups and outcomes; document conversations and resolutions.
• Collaborate with service team for best outcomes and consistent communication.
• Escalate issues to ensure proper resolution.
• Maintain client information and materials for inquiries and resolution.
• Run reports to track utilization, outstanding issues, and opportunities to improve service model.
• Lead client onboarding calls to introduce member service capabilities and set expectations.
• Assist manager with reviewing service standards, tracking tools, and metrics.

Skills

Customer service

Communication

Problem solving

Time management

Professionalism

Education

High school diploma or equivalent

Bachelor’s degree

Tools

CRM systems

Software proficiency

Job description

IMA Financial Group is seeking a customer-focused professional to support member inquiries and service requests. You will handle calls, research issues with carriers and plan administrators, and set clear follow-ups while maintaining accurate documentation and strong client relations.

The role requires experience in benefits/insurance, excellent organization, and the ability to use software systems effectively. A life/health license is preferred and a bachelor’s degree is a plus.