Customer Care Advocate - Plano, TX


Date: Jan 1, 2022

Location: Plano, TX, 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. Cigna encourages career development and offers continuing educational resources internally and externally to help you in your career advancement. 

Role Summary
In this pivotal role, th
e Customer Service Advocate receives inbound customer calls on general inquiries regarding Short Term and State Disability benefits, eligibility, coverage and payment status, as well as provide solutions for customers and clients via phone.

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 their disability
  • Understanding of claim status
  • Understanding of claim payments related to disability plans
  • Researching customer information and inputting data into designated system.
  • Assist customers with outbound calls to provider’s office to obtain medical records for disability claim


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
    • Ownership of customer issues as if they were their own. Takes full accountability to solve customer problems with high levels of competence and accuracy.  
    •  Makes it easy for customers to do business with Cigna. (No homework for the customer; make outreaches; take burden off customers)
  • Interpersonal Savvy
    • Extroverted personality -Ability to flex to different personality types & has comfort in interacting with strangers.
    • Effective Communication, Pleasant Tone & Disposition –good energy, Empathy–listens first and makes emotional connection with customer, Compassion-has an understanding and caring for the customer.
  • Problem Solving
    • Emotional intelligence –ability to sense, using best judgment –right action at the right time.
    • Urgency/ Follow Through –act with speed and do what you will say you will do
    • Ability to educate customers by communicating clearly and confidently.
  • Perseverance
    • Resilience –ability to handle high-pressure situations without burn out, responds well to constructive feedback by leaders as well as customers, use positive language and alternative positioning
    • Ability to handle a tough/challenging customer interaction and handle the next customer interaction not impacted by the previous call.
  • Learning & Applying Quickly
    • Innovation–ability to innovate in bringing solutions to the customer in real-time.


You are the right person if you have:

  • High school diploma, or GED from an accredited school 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


This position is remote due to COVID-19. Once the office opens, the position will be on-site based in Plano, Texas.





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: 85070




Nearest Major Market: Plano
Nearest Secondary Market: Dallas

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