Customer Service Advocate Pittsburgh

Location Designation: Hybrid - 3 days per week

Group Benefit Solutions delivers comprehensive 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 Lifes legacy of being there when were needed most. Here youll 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.

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 Youll 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 providers 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 Youll Bring:

High School Diploma or equivalent required Associates or Bachelors 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

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*Candidates must reside within 50 miles radius of our 116 15th Street 7th Floor. Pittsburgh PA 15222 location to be cosidered*

Pay Transparency

Salary range:$40000-$47000

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 individuals experience skills qualifications and job location. Additionally employees are eligible for an annual discretionary 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 individuals experience skills qualifications and job location. In addition to base salary employees may also be eligible to participate in an incentive program.

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 here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity equity and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortunes Worlds Most Admired Companies New York Life is committed to improving local communities through a culture of employee giving and volunteerism supported by the 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 the Careers page of .

Job Requisition ID:93098

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