Member Advocate (Employee Benefits)
IMA Financial Group
$70,000 - $85,000 / year
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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
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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. 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.
Benefits
- health insurance
- 401(k)
- paid time off
- stock options
- professional development
- bonus
About this role
Working as a Member Advocate at IMA Financial Group means fielding calls and outreach from clients and individual members navigating employee benefits questions and issues. You'll research problems, coordinate with insurance carriers and plan administrators, document interactions, and escalate matters when needed. The role also involves leading client onboarding calls and collaborating with the service team to track metrics and refine how the advocacy program delivers value.
This position requires three to five years in a service or call center environment, solid knowledge of employee benefits and insurance, and the ability to read and interpret plan documents. You should be organized, tactful under pressure, and proficient with software systems. A current life and health license and prior insurance customer service experience are preferred; a bachelor's degree is also valued. The role is based in Atlanta but fully remote.
Note that this is listed as an internship despite the salary range of $70,000–$85,000 and the extensive responsibilities described. Clarify the internship classification with the hiring team before applying, as it may affect eligibility for the benefits package mentioned in the posting.
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Pay for this role
$70,000 to $85,000 per year
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