Member Advocate – Employee Benefits

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Handle incoming calls and conduct outreach to client representatives and individual members.

• Establish rapport with client representatives and members to address inquiries and concerns.

• Investigate issues and employ problem-solving strategies to identify root causes and potential solutions.

• Communicate effectively with providers, insurance carriers, and plan administrators.

• Set clear expectations for time-sensitive follow-ups, issue resolution, and potential outcomes.

• Record and document conversations with members, follow-ups, and resolutions.

• Collaborate with IMA service team members to ensure positive outcomes and consistent communication.

• Escalate issues as necessary to achieve resolutions.

• Maintain client information and resources to support member inquiries and issue resolution.

• Generate reports and analyze data to monitor utilization, unresolved issues, and opportunities for service-model enhancements.

• Lead client onboarding calls to present member service capabilities and gather information about existing coverage and carriers.

• Assist the manager in evaluating service standards, issue-tracking tools, and performance metrics.

⛳️ Requirements

• High school diploma or equivalent.

• 3 to 5 years of experience in a service or call center role.

• Familiarity with the employee benefits and insurance industry.

• Ability to read, analyze, and interpret insurance contracts and plan documents.

• Proven track record of providing exceptional customer service.

• Strong organizational skills.

• Ability to learn and effectively utilize software systems.

• High degree of tact and capability to manage challenging situations.

• Proficient and professional communication skills, both written and verbal.

• Current life and health license (preferred).

• Customer service experience in an insurance environment (preferred).

• Bachelor’s degree (preferred).

🏝️ 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 coverage.

• Critical Illness coverage.

• Hospital Indemnity.

• Long Term Care.

• Short-term Disability.

• Long-term Disability.

• Business Travel Accident coverage.

• Identity Theft protection.

• Paid Time Off.

• Flexible Work Options.

• Paid Holidays.

• Sabbatical.

• Gift Matching.

• Well-Being Stipend.

• Personal and Professional Development.

• Part ownership through stock purchase.

• Team support systems and resources.