Intermittent Time Tracking Representative - Phoenix, AZ


Date: Nov 24, 2021

Location: Phoenix, AZ, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




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. 

Role Summary
In this pivotal role, the Customer Service Advocate receives inbound customer calls to answering general inquires on Family Medical Leave, Company Leaves, Americans with Disabilities Act, and New York Paid Family Leave. Additionally, they track all Family Medical Leave time reported and provide determination on time decisions. 

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 Federal, State and Company leave of absence plans
  • Understanding of leave status
  • Researching customer information and inputting data into designated system. Managing correspondence and notifications within targeted time frames to meet Department of Labor and Customer Performance Guarantees for Family Medical Leave (FML)
  • Inputting intermittent Family Medical Leave (FML) time received into designated system, compares certification information against Business Requirement Documents, and renders determination.


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.



You are the right person if you have:

  • 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



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 our Foundation. 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: 85190




Nearest Major Market: Phoenix

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