Member Experience Advocate

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

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.