Dedicated Customer Service Advocate

Location Designation: Fully Remote 

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.

Role Overview:

The Dedicated Customer Service Advocate provides guidance and administrative services for large National Account clients. The CSA responds to questions regarding retiree and active dependent life insurance, working closely with beneficiaries and third-party vendors. The CSA ensures customer data is entered accurately and timely, confirming eligibility and validating that premium is paid to submit life insurance claims for processing. The ability to effectively communicate with empathy, while integrating knowledge of customer contracts and corporate compliance are critical for success.  

What you'll do:

• Effectively communicate with service partners and vendors to provide consultative support to customers for a large National Account
• Balance inbound/outbound calls while providing excellent customer service and performing other daily job functions
• Retain and utilize information, resources, policies and procedures, to provide accurate and efficient responses
• With supervisory support, respond to written and telephone inquiries proactively and empathically regarding benefits
• Communicate with customers, beneficiaries, and business partners, to gather information regarding assessing eligibility and ongoing management of benefits.
• Document all calls, discussions, and actions taken throughout the life of a file with accuracy and objectivity in designated database
• Prepare customized packages containing specific benefits material
• Consistently meet/achieve established quality performance guarantee standards          
• Complete all GBS and NYL required training within designated deadlines
• Participate in team meetings and support organizational goals

What you'll bring:

• HS Diploma or GED required; some college preferred.
• Proficiency with MS Office applications is required (Word, Outlook, PowerPoint, Teams, Excel, SharePoint)

• Works with a sense of urgency and is a self-starter with a customer focus mindset
• Prior customer service experience in a call center or other professional environment (2+ years’ insurance experience preferred)
• Background in contact center and/or life claim process is a (+)

• Must be able to convey empathy in sensitive situations
• Proven track record of successfully working in team environment and supporting others in balancing workload
• Effective interpersonal, written and verbal communication skills; must be able to communicate clearly and succinctly with all levels of GBS as well as with the client
• Excellent planning, time management and organizational skills; Ability to manage multiple and changing priorities.
• Knowledge of legal liability, insurance coverage and medical terminology is a (+)

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Pay Transparency

Salary range: $45,000-$55,000 

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: 92332 

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