Member Benefits Advocate & Onboarding Lead

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

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