Client Service Representative

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 Life’s legacy of being there 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.

Client Service Representative: 
The Client Service Representative plays a critical role in managing and resolving inquiries from internal and external business partners. This client-facing role is responsible for handling inquiries received through the general service mailbox for Select and Middle Market clients and brokers. The position requires prompt, accurate resolution, strong problem-solving skills, and a commitment to delivering excellent customer experience.
As the triage point for all incoming requests, the Client Service Representative handles inquiries ranging from simple to complex, including escalated service situations, while exercising sound judgment to ensure resolution. The ideal candidate is proactive, results driven and recognized for expertise in customer service, consistently providing results-oriented solutions while maintaining a high level of professionalism in all interactions.

This role is posted for the following locations:

1) Bethlehem, PA

2) Pittsburgh, PA

3) Dallas, TX

4) Remote 

Responsibilities:
• Respond to emails from clients and brokers in the Select and Middle Market segments, gather key information, assess inquiry type and complexity, and determine whether to resolve or route.
• Communicate clearly and professionally, set expectations on timing, and conduct timely follow ups to keep clients and brokers informed.
• Handle a range of inquiries including forms, EOI and claims status, contact updates, and policy interpretation, ensuring timely and accurate responses.
• Manage and monitor requests within internal systems, refer changes to support teams as appropriate, and maintain oversight to ensure accuracy and timeliness.
• Partner with internal teams to ensure client needs are met and potential issues are identified and resolved proactively.
• Engage the appropriate Group Benefit Solutions resources to address service issues and support client needs.
• Build and maintain strong partnerships across the organization to ensure service issues are managed efficiently and effectively.
• Maintain extensive knowledge of products, services, and processes related to client and broker servicing.
• Participate in scheduled feedback, training and knowledge sharing sessions with key business partners.

Qualifications:
• Bachelor’s Degree or equivalent experience with a minimum of 2 years in customer service.
• Strong understanding of group products and services, with demonstrated expertise in STD and LTD.
• Ability to quickly understand client needs and expectations.
• Proven success in a fast paced customer service environment.
• Strong organizational, time management and interpersonal skills.
• High attention to detail with strong analytical abilities.
• Demonstrated ability to resolve issues independently.
• Minimum two years’ experience with software and system based applications, including the Microsoft Office Suite.
• Strong written and verbal communication skills with the ability to interact with all levels of the organization.• Ability to manage multiple priorities, high volume requests, and work independently while setting and negotiating expectations to ensure timely solutions.

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Pay Transparency

Salary range: 50,000 - $70,000 

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.

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 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. 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 the Careers page of www.NewYorkLife.com.

​Job Requisition ID: 93006 

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