Intake Representative


Date: Oct 22, 2021

Location: Pittsburgh, PA, 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.




Alternate locations: Plano, TX (Texas); Phoenix, AZ (Arizona)

Customer Service reception hospitality front desk care

Field incoming calls from customers to initiate the setup of Family Medical Leave, Paid Family Leave, Workplace Accommodation, Short-Term Disability and Long-Term Disability claims. Enters information gathered via telephone to open the requested leave/claim with high level of accuracy.  Ensures successful transmission of this information to the appropriate location within targeted time frames.  All activities for this position are performed under the guidance of the Team Leader, Senior Intake Specialist, and Trainer. 



  • Answer 35-45 incoming calls while processing leave or disability claim for the employee.
  • Entering essential claim data into the appropriate leave system forms to provide a record related to cases and customer interactions
  • Establish high quality customer relationships - using information resources, active listening, and technical knowledge to respond to customer.
  • Ability to multitask, gather and input necessary information simultaneously.
  • Utilizing a comprehensive approach to ensure information provided results in a successful submission of claims
  • Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing
  • Responding to urgent and non-urgent inquiries within company SLA’s



  • High School Diploma or GED required; College degree a plus!
  • 1+ years call center and/or customer facing experience required; knowledge of Workers’ Compensation, Disability Claims, or Family Medical Leave processing a plus!
  • Bilingual is a plus.
  • Knowledge of PC operations and Microsoft systems, as well as a technical aptitude to learn new systems and applications
  • Demonstrated success in using critical thinking to provide unique solutions to issues and recognize opportunities for improvement
  • Ability to correspond in a clear, concise, and timely manner using appropriate verbal/written channels of communication


Training & Development

  • Representatives undergo a comprehensive paid on-site training program to learn about the Group Benefit Solutions Industry.  Your training schedule will be from 8:00 AM CST – 4:30 PM CST Monday through Friday for the first 6 weeks, and you will move to your regular schedule after completion.



  • Competitive full-time base salary, overtime eligibility plus target bonus



  • Paid vacation, Health care, 401K match,  Tuition assistance, Student Loan Repayment, & Flexible spending accounts






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: 84119




Nearest Major Market: Pittsburgh

Job Segment: Claims, Front Desk, Workers Compensation, Social Media, Customer Service Representative, Insurance, Human Resources, Administrative, Marketing, Customer Service