Customer Care Advocate

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.

This position primarily involves a remote work schedule for employees that live within 50 miles of our

Pittsburgh location at 2000 Park Lane, Pittsburg, PA 15275.

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

Role Overview:
 

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 encourages career development and offers continuing educational resources internally and externally to help you in your career advancement. 

What You’ll Do:

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.
 

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.

Customer Service Advocates are measured on:

• Direct feedback from customer via post call surveys, which include:
  • The ability of the customer service advocate to resolve their inquiry 
  • Their satisfaction with the overall experience while they spoke with the advocate 
  • The level of effort that the customer experienced in resolving their inquiry 
  • 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

Shift Information:

Candidates must be available to work the following schedule:

• Monday – Friday:
  • Start time b/w 10:00am – 11:30am EDT / 9:00am – 10:30am CDT
  • End time b/w 7:00pm – 8:00pm EDT / 6:00pm-7:00pm CDT

Technology Requirements:

• Functioning broadband (cable/DSL) should meet the following minimum requirements 50mb download/20mb upload speed.
• Must be able to hardwire internet connection. 

This position primarily involves a remote work schedule for employees that live within 50 miles of our

Pittsburgh location at 2000 Park Lane, Pittsburg, PA 15275.

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Pay Transparency

Salary range: $30,000-$45,000 

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.