Sr. Representative, Dedicated Customer Service Advocate


Date: Mar 9, 2023

Location: Farmington, CT, US

Company: New York Life Insurance Co

Location Designation:  



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.





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.


The Dedicated Customer Service Advocate provides guidance and administrative services for large National Account client.  The CSA responds to questions regarding retiree and active dependent life insurance. The CSA also works closely with a third-party vendor to obtain required information to facilitate billing and validating that premium is paid to submit life insurance claims for processing. The CSA also ensures customer data is entered accurately and timely.



  • Effectively communicate with service partners and vendors to provide consultative support to customers for a large National Account client.
  • Provide excellent customer service.
  • Utilize information, facts, policies, procedures and resources to provide accurate and efficient responses.
  • Balance inbound/outbound calls while performing other daily job functions.
  • Consistently meet/achieve established quality performance guarantee standards.
  • Prepare customized packages for customers that contain specific benefit materials.
  • Work with vendors on customer billing, applying payments and reconciling accounts
  • Investigate and verify coverage by gathering pertinent information.
  • Responsible for supporting the team in annual premium billing activities which consists of extending coverage, cancelling coverage, and communicating rate changes when applicable.
  • Document all decisions and discussions that occur during the assessment process.
  • Accurately document calls in the designated database.
  • Update and maintain reference materials/forms to ensure accuracy in resolution.
  • Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change.
  • Participate in team meetings and support organizational goals.



  • High School Diploma required; some college preferred
  • Strong verbal and written communication and interpersonal skills are required.
  • Ability to actively listen to customers, probe for clarification and show empathy.
  • Strong analytical, problem solving and organizational skills.
  • Ability to navigate through multiple systems and tools.
  • Computer navigation skills and proficiency in Microsoft Office applications such as Outlook, Excel and Access.
  • Ability to work as a team member and support others in balancing workload.
  • Prior customer service experience in a call center environment or other professional customer service environment (2 + years’ experience preferred).
  • Ability to multi-task.
  • Adapt to quickly support changes and effectively meet business and customer needs.


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.





Salary range: $42,500-$62,500 

Overtime eligible: Nonexempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.


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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 88632






Nearest Major Market: Hartford

Job Segment: Call Center Representative, Customer Service Representative, Social Media, Claims, Customer Service, Marketing, Insurance