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IMA Financial Group, Inc.Core Competencies
Role fitUse this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within the insurance industry, with strong problem-solving abilities and effective communication skills. Proficient in analyzing insurance contracts and utilizing software systems to enhance service delivery.
About the role
Key responsibilities & impact- Answer incoming calls and perform outreach to client representatives and individual members
- Build rapport with client representatives and members to discuss questions and issues
- Research issues and use problem-solving techniques to identify root causes and possible solutions
- Communicate 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 ensure strong outcomes and consistent communication
- Escalate issues when appropriate to achieve resolution
- Maintain client information and materials supporting member inquiries and issue resolution
- Run reports and analyze data to track utilization, outstanding issues, and service-model improvement opportunities
- Lead client onboarding calls to introduce member service capabilities and learn about existing coverage and carriers
- Assist the manager with reviewing service standards, issue-tracking tools, and metrics
Requirements
What you’ll need- 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
- Current life and health license (preferred)
- Customer service experience in an insurance setting (preferred)
- Bachelor’s degree (preferred)
ATS Keywords
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