Member Advocate (Employee Benefits)

Role overview Help employees and client representatives resolve questions about their benefit plans and insurance coverage. You will investigate issues, coordinate with insurers and plan administrators, set clear expectations, and keep people informed through resolution while supporting consistent service across client accounts.

Responsibilities - Respond to incoming calls and conduct outreach to understand members’ and client representatives’ questions. - Research issues, identify root causes and possible solutions, and coordinate with providers, insurers, and plan administrators. - Explain how an issue will be handled, agree on follow-up expectations, and communicate possible outcomes. - Record conversations, actions, follow-ups, and resolutions, and escalate cases when needed. - Work with internal service teams to provide consistent communication and maintain the information needed to support inquiries. - Review reports and service metrics to track utilization, monitor open issues, and identify ways to improve the advocacy program. - Lead onboarding calls to explain available member support, understand existing coverage, and align expectations.

Requirements - High school diploma or equivalent. - 3–5 years of experience in customer service or a call center. - Working knowledge of employee benefits and insurance, including the ability to interpret contracts and plan documents. - A consistent record of strong customer service and the tact to handle difficult situations. - Strong organization, professional written and verbal communication, and the ability to learn and use software systems efficiently.

Nice to have A current life and health insurance license, customer service experience in insurance, or a bachelor’s degree.

Benefits and work setup The listed salary range is $70,000–$85,000. Eligible benefits may include medical, dental and vision coverage, retirement savings, paid time off and holidays, flexible work options, performance bonus, stock purchase, disability and supplemental insurance, wellness support, and professional development. Final compensation depends on location and relevant qualifications.