Member Advocate (Employee Benefits)

IMA Financial Group•Atlanta, GA

6d•$70,000 - $85,000

About The Position

The Member Advocate supports IMA’s core values and demonstrates an understanding of the importance of diversity, equity, and inclusion among IMA associates. The role serves client representatives and individual members by answering incoming calls, conducting outreach, building rapport, and helping resolve questions and issues related to employee benefits. The advocate researches issues, identifies root causes and possible solutions, and communicates with providers, insurance carriers, and plan administrators. They set expectations for follow-up and possible outcomes, document conversations and resolutions, collaborate with IMA service teams, and escalate issues when appropriate. The role also maintains client information and supporting materials, analyzes reports and utilization data, leads client onboarding calls, and assists the manager in reviewing service standards, tracking tools, and program metrics. The position offers a salary range of $70,000–$85,000 USD and eligibility for a range of benefits and rewards. Final offer amounts depend on factors including geographic location, relevant experience, knowledge, skills, and abilities.

Requirements

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 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 use software systems.
High degree of tact and ability to manage difficult situations.
Ability to communicate professionally and proficiently in written and oral form.

Nice To Haves

Current life and health license.
Customer service experience in an insurance setting.
Bachelor’s degree.

Responsibilities

Support and demonstrate IMA’s core values and value diversity, equity, and inclusion among IMA associates.
Answer incoming calls, conduct outreach, and build rapport with client representatives and individual members about questions and issues.
Research issues and use problem-solving techniques to identify root causes and possible solutions, including communicating with providers, insurance carriers, and plan administrators.
Set expectations for time-sensitive follow-ups, issue management, and possible outcomes.
Log and document member conversations, follow-ups, and resolutions.
Collaborate with IMA service team members to support favorable outcomes and consistent communication.
Escalate issues when appropriate to achieve resolution.
Maintain client information and materials needed to support member inquiries and issue resolution.
Run reports and analyze data to track utilization, identify outstanding issues, and find opportunities to improve the member service model.
Lead client onboarding calls to introduce member service capabilities, learn about existing coverage and carriers, and set expectations for clients and the internal service team.
Assist the manager in reviewing service standards, issue-tracking tools, and other metrics, and help identify needed improvements.