Date: May 25, 2023

Location: Pittsburgh, PA, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



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.






The Portal Advocacy team is responsible for assisting customers and clients with portal registration, password resets, and navigation related to Paid Family Leave. The specialist will also hel open technical tickets when additional assistance is required.


Duties and Responsibilities:

  • Manage phone calls through a computerized telephone system.
  • Assist with registration, password resets, and navigation.
  • Troubleshoot issues to help resolve problems. 
  • Complete surveys on calls.
  • Open and follow up on technical tickets when necessary.
  • Gather and research data to address customer inquiries.
  • Share accountability for the results of the team.
  • Work with sense of urgency and complete assignments within requested time frames.
  • Demonstrate reliability in delivering on all job performance expectations
  • Demonstrate behavior that is consistent with NYL corporate compliance policies:  Privacy, Ethics, and Protection of information
  • Interacting in a positive manner with our customers
  • Actively contribute to the team’s service and quality objectives
  • Maintain regular communication with peers, cross-departmental business partners, and managers regarding compliance and work-related issues.
  • Take accountability for actions


Skill Requirements and Qualifications

  • High school diploma, or GED from an accredited school required.
  • 1+ year of customer service and call center experience strongly preferred
  • Excellent verbal and written communication skills
  • Strong organizational skills
  • Self-starter who seeks challenges
  • 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


This Position will be based in our Pittsburgh location

  • Schedule will be an 8 hour shift between the hours of 9:00 AM - 8:00 PM EST  



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



Salary range: $35,000-$55,000 

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: 88987






Nearest Major Market: Pittsburgh

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