About the job
Join our team as a Member Advocate for Employee Benefits!
As a vital part of IMA Financial Group, you will embody our core values while supporting our diverse clientele. Your role will involve engaging with client representatives and individual members, addressing their inquiries and resolving issues with professionalism and empathy.
Key responsibilities include:
- Demonstrating IMA's core values in all interactions.
- Embracing and promoting diversity, equity, and inclusion.
- Handling incoming calls and conducting outreach to build meaningful relationships with clients.
- Utilizing problem-solving skills to investigate issues, communicate with insurance providers, and offer effective solutions.
- Setting clear expectations for follow-ups and managing client concerns appropriately.
- Documenting conversations and tracking resolutions meticulously.
- Collaborating with team members to ensure consistent communication and optimal outcomes.
- Escalating complex issues as necessary to achieve satisfactory resolutions.
- Maintaining up-to-date client records and materials for efficient issue resolution.
- Analyzing data to identify trends and improve our service model for members.
- Leading client onboarding calls to familiarize clients with our services and establish clear expectations.
- Assisting management in reviewing service metrics to enhance our advocacy program continuously.

