Customer Service Advocate

New York Life • Dallas, TX

10h • Hybrid

About The Position

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. New York Life Insurance Company encourages career development and offers continuing educational resources internally and externally to help you in your career advancement. In this pivotal role, the 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.

Requirements

• High School Diploma or equivalent required
• 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

Nice To Haves

• Associates or Bachelor’s degree preferred
• Customer service experience preferred

Responsibilities

• Respond to customer inquiries regarding eligibility associated with their disability
• Respond to customer inquiries regarding understanding of claim status
• Respond to customer inquiries regarding understanding of claim payments related to disability plans
• Research customer information and input data into designated system
• Assist customers with outbound calls to provider’s office to obtain medical records for disability claim
• Resolve customer inquiries as measured by post call surveys
• Ensure customer satisfaction with the overall experience, as measured by post call surveys
• Minimize the level of effort the customer experienced in resolving their inquiry, as measured by post call surveys
• Respond accurately and efficiently to inquiries, as measured by internal quality assessments

Benefits

• a full package of benefits for employees
• unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs
• continuing educational resources internally and externally to help you in your career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED