Short Term Disability Customer Service Representative


Date: Mar 15, 2023

Location: Remote, TX, US

Company: New York Life Insurance Co

Location Designation: Remote 



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.





This position is remote within a commutable distance (50 miles) of our Plano Office located at 1640 Dallas Parkway, Plano, TX 75093


As a Short Term Disability (STD) Customer Service Representative, you will develop the knowledge and skills needed to conduct thorough investigations, provide ongoing claim administration support, and communicate decisions and status updates. This is a fast-paced job where attention to detail counts. The STD Customer Service Representative supports has a direct impact on customers’ health, well-being and sense of security. The ability to make and effectively communicate claim information within tight timeframes is critical for success.




• Assist claim managers by completing initial calls to customers to obtain claim information and provide next steps of claim process

• Works directly with claim managers and customers to obtain claim information to assist with claim adjudication  

• Executes on all customer performance guarantees

• Responds to all telephonic and email inquiries within customer service protocols in a clear, concise and timely manner

• Ability to handle potentially high levels of faxes, calls and email volume from customers and clients

• Exhibits claim management performance according to quality and compliance standards

• Adheres to standard timeframes for processing mail, tasks and outliers

• Demonstrates focus on team and office goals by developing an understanding of relationships with our business partners and positively interacting with business partners as needed

• Understands Group Operations and Corporate Compliance, Polices and Procedures and best practices

• Stays abreast of ongoing trainings associated with role and business unit objectives


Preferred Qualifications:

• BA/BS degree or equivalent work experience

• Minimum of 1 year disability claim management experience

• Exceptional customer service standards and delivery

• Strong oral and written communication skills

• Ability to prioritize and multi-task

• Ability to thrive in a fast-paced environment and meet deadlines

• Strong math and calculation skills

• Excellent interpersonal, organizational, negotiation, investigative, analytical and research skills

• Conflict resolution skills

• Critical attention to detail

• Team oriented

• Proficient in Microsoft Office

• Multilingual skills are highly desired






Salary range: $37,500-$57,500 

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: 88645






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