Member Advocate - Employee Benefits
Essential job responsibilities
- Supports and demonstrates IMA’s core values
- Values and understands the importance of diversity, equity, and inclusion among all IMA
- 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
- Aid manager in 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
- 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
- Bilingual written and oral language skills (Spanish)
- Customer service experience in an insurance setting
- Bachelor’s degree
Compensation & Benefits
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.
*These benefits do not apply to internship roles.
About IMA
We’ve built a reputation for putting our associates first. 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:
- 2020-2023 Business Insurance Magazine Best Places to Work in Insurance
- 2023 Inc. Magazine’s Best Workplaces
- 2023 Denver Business Journal’s Best Places to Work
- 2022-2023 Connecticut Top Work Places
- 2021-2023 Inc. 5000’s List of Fastest Growing Companies
- 2019-2022 Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies
- 2022-2023 Kansas City Business Journal’s Best Places to Work
- 2021-2023 Charlotte Business Journal’s Best Places to Work
- 2021-2023 Los Angeles Business Journal’s Best Places to Work
- 2021-2023 The Salt Lake City Tribune Top Work Places
- 2021-2022 Puget Sound Business Journal’s Washington’s Best Workplaces
- 2021-2023 Wichita Business Journal’s Best Places to Work, #1 in extra-large category
- 2021 Dallas Business Journal’s Best Places to Work
- 2021 Alaska Journal of Commerce’s Best Workplaces in Alaska
Why Join IMA?
We are an entrepreneurial, expanding company where you can be an integral part of developing lasting relationships, earning competitive benefits, and claiming part ownership. Join us and be part of the brokerage of the future!