Location Designation: [[cust_rolelocationdesignation]]
Do you enjoy helping people? Do you thrive in a fast paced, customer focused environment? Then start your rewarding career as a part of our growing Customer Service team!
As a Contact Center Customer Service Advocate, you will help and work with customers to improve their health, well-being and sense of security.
As a Customer Service Advocate, you are offered extensive, paid hands on training, a supportive post-training environment to pave your success. New York Life Insurance Company encourages career development and offers continuing educational resources internally and externally to help you in your career advancement.
Role Overview:
In this pivotal role, the Customer Service Advocate receives inbound customer calls on general inquiries regarding Short Term and State Disability benefits, eligibility, coverage and payment status, as well as provide solutions for customers and clients via phone. Creative problem solving, critical thinking and empathy skills are essential. Professional interaction, active and passive listening skills and the ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries.
What You'll Do:
Customer Service Advocate respond to customer inquiries primarily regarding:
Eligibility associated with their disability
Understanding of claim status
Understanding of claim payments related to disability plans
Researching customer information and inputting data into designated system.
Assist customers with outbound calls to provider's office to obtain medical records for disability claim
Customer Service Advocates are measured on:
Direct feedback from customer via post call surveys, which include:
o The ability of the customer service advocate to resolve their inquiry
o Their satisfaction with the overall experience while they spoke with the advocate
o The level of effort that the customer experienced in resolving their inquiry
o Internal quality assessments that measure how accurately and efficiently the customer service advocate responded to the inquiry
Core Competencies of this role:
Customer Focus- Consistently goes above and beyond to understand customer requirements and surpass their expectations.
Communicates Effectively- Proactively shares a great deal of information; considers what others want to know, not just what they need to know.
Manages Conflict- Shows a positive approach in times of conflict and helps to dispel tension when there are differences of opinion.
Situational Adaptability- Swiftly determines when flexibility is required and skillfully shifts own approach.
Nimble Learning- Consistently asks meaningful questions of others to learn from their experience and knowledge.
Optimizes Work Processes- Consistently adheres to defined and communicated standards, methods, and procedures.
What You'll Bring:
High School Diploma or equivalent required, Associates or Bachelor's degree preferred- Customer service experience preferred
Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
Excellent written and oral communication skills
Ability to perform in a high volume, fast paced call center environment
Proven ability to work independently as well as a productive member of a team
Exceptional organizational and time-management focus
Pay Transparency
Salary Range: [[cust_salaryRangePosting]]
Overtime eligible: [[customString6]]
Discretionary bonus eligible: [[cust_merit]]
Sales bonus eligible: [[stockPackage]]
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit ourNYL Benefits Site (https://nylbenefits.com/) .
Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.Click here (https://www.newyorklife.com/newsroom/featured-awards) to learn more about New York Life's leadership in this space.?
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation (http://www.newyorklife.com/foundation) . We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit theCareers (https://www.newyorklife.com/about/careers/) page of www.NewYorkLife.com .
?Visit ourLinkedIn (https://www.linkedin.com/company/newyorklife/mycompany/) to see how our employees and agents are leading the industry and impacting communities.
Visit ourNewsroom (https://www.newyorklife.com/newsroom) to learn more about how our company is constantly evolving to meet our clients' and employees' needs.
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