What You'll Do

Answer incoming emails and 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
Support and demonstrate IMA’s core values
Value and understand the importance of diversity, equity, and inclusion among all IMA associates

You Should Have

High School Diploma or equivalent
Minimum 3 years of employee benefits experience and working knowledge of insurance industry and/or terminology
Ability to read, analyze, and interpret insurance contracts and plan documents
Bilingual English & Spanish speaking strongly preferred
Attain and maintain applicable state Life and Health License in accordance with IMA standards
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 work effectively in a fully remote setting free from distractions required

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, Health Club Reimbursement, 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.

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

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
2021-2022 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

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.

IMA Financial Group jobs

Employee Benefits Member Advocate