CSC Portal Support Specialist

 Job Requisition ID: 90947 

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.

Alternate locations: Dallas, TX (Texas); Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania)

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.

Role Overview:

The CSC Portal Support Specialist plays a vital role in delivering exceptional client-facing support for portal-related inquiries. This position involves addressing various issues such as user registration, password resets, account access, and navigation difficulties. You will also create and manage technical support tickets as needed, ensuring timely resolution while adhering to service and quality standards. 

What You’ll Do:

• Handle inbound phone calls via a computerized telephone system.
• Manage internal and external requests through a shared inbox.
• Assist users with portal-related issues, including registration, password resets, and navigation.
• Troubleshoot and resolve user issues efficiently.
• Accurately document call interactions in line with Standard Operating Procedures.
• Open and follow up on technical support tickets as necessary.
• Gather and research data to address customer inquiries thoroughly.
• Collaborate with team members to achieve shared results.
• Prioritize tasks to ensure completion within specified time frames.
• Consistently meet job performance expectations, demonstrating reliability and accountability.
• Adhere to NYL corporate compliance policies, including privacy and ethics standards.
• Deliver service excellence through empathy, courtesy, patience, and professionalism in all customer interactions.
• Actively contribute to the team’s service and quality objectives.
• Maintain open communication with peers, business partners, and management regarding compliance and work-related matters.
• Achieve and maintain individual and team quality and adherence scores.
• Take ownership of assigned tasks and responsibilities 

What You’ll Bring:

• High school diploma, or GED from an accredited school required.
• Excellent verbal and written communication skills
• Strong organizational skills
• Growth-mindset and ability to adapt to change
• Customer Service oriented
• Ability to work in a fast-paced environment
• Strong interpersonal skills
• Individual contributor as well as team player
• Possesses a high level of attention to detail
• Working knowledge of Microsoft Office

Technology:

Functioning broadband (cable/DSL) should meet the following minimum requirements 50mb download/20mb upload speed.

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.

It is recommended that all qualified candidates apply to this posting as soon as possible.  Residents of Colorado are hereby notified that the deadline to apply is 2 weeks from the Posting Date listed above.

#LI-KH1
#LI-HYBRID 
#LI-REMOTE

​

Pay Transparency

Salary range: $35,000-$60,000 

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: 90947