Location Designation: Fully Remote
Group Benefit Solutions deliverscomprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of beingthere when we’re needed most. Here, you’ll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
Alternate locations: Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania); Plano, TX (Texas)
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
Under certain circumstances, will consider a remote option.
Role Overview:
The Client Service Representative is a client-facing role that handles inquiries via toll-free line or general service email box from clients / brokers in Select and Middle Market segments up to five thousand lives. This role will serve as a triage unit for all work coming into Client Services for simple and complex inquiries, as well as escalated service situations. The Client Service Representative will work independently to process the inquiry / request or determine the appropriate area to handle. The Client Service Representative is a result-oriented problem solver who is considered an expert in customer service.
What You’ll Do:
- Answer inbound calls and e-mails from clients and brokers in the Select and Middle Market segments, gather critical information, swiftly assess type of inquiry and determine the level of complexity to process or direct the work to the appropriate area for handling.
- Responsible for triaging / handling inquiries, such as form requests, EOI and claims status, contact changes, billing / commission questions, invoice requests, annual reports, billing portal navigation, verification of commission rates and providing timely responses to the client or broker.
- Review emails from clients and brokers in the Select and Regional Market segments, gather critical information, swiftly assess type of inquiry and the level of complexity determined to process or direct the work to the appropriate area for handling.
- Interpret the billing administration and payment guidelines based on each type of policy and demonstrate proficiency in the understanding of policy differences as it relates to addressing client specific questions.
- Interact professionally with clear, effective communication and set the appropriate expectations on the timeline of deliverables. Conduct timely follow ups as needed to keep client / broker informed of status
- Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
- Coordinate with internal business partners to ensure client needs are met and potential problems are averted.
- Develop and maintain business partnerships to ensure service issues are managed proactively, accurately and effectively with all business partners.
- Possess extensive knowledge of products and services and a thorough understanding of processes related to servicing clients / brokers.
- Participate in regularly scheduled feedback, training and information exchange sessions with key business partners.
What You’ll Bring:
- Bachelor’s Degree or equivalent previously related work experience; minimum of 2 years’ experience in customer service.
- Strong knowledge of Group Benefit Solutions benefits, products, and services.
- Ability to quickly understand the client’s needs and expectations.
- Proven ability to operate in a fast-paced, customer service environment.
- Demonstrated organizational, time management and interpersonal skills.
- Strong analytical ability and attention to detail.
- Ability to effectively solve issues to resolution.
- Preferred minimum two years’ experience with multiple software and system-based applications, including Microsoft Office Suite.
- Strong verbal / written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
- Ability to manage multiple and divergent priorities and deadlines, high volume of service requests and work independently and proactively, negotiate and manage expectations for mutually acceptable solutions.
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
Under certain circumstances, will consider a remote option.
It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is 2 weeks from the Posting Date listed above.
Pay Transparency
Salary range: $32,500-$57,500
Overtime eligible: Nonexempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
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.
Actual base salary within that range will be determined by several components including but not limited to the individual’s experience, skills, qualifications, and job location.In addition to base salary, employees may also be eligible to participate in an incentive program.