Intake Customer Service Advocate

New York Life Insurance Co•Dallas, TX

13d•Hybrid

About The Position

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. The Intake Customer Service Advocate will field incoming calls from customers to initiate the accurate setup of Family Medical Leave, Paid Family Leave, Workplace Accommodation, Short-Term Disability and Long-Term Disability claims. 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 effectively and efficiently to accurately initiate new claims/leaves is crucial for success in the role. Intake Advocates are measured on direct feedback from customer via post call surveys, which include the ability of the Advocate to resolve the initial call with a first call resolution, their satisfaction with the overall experience while they spoke with the advocate, the level of knowledge displayed by the advocate to resolve the customer matter, and the polite and courteousness of the advocate.

Requirements

High School Diploma or GED required
1+ years call center and/or customer facing experience required
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

Nice To Haves

College degree a plus!
Bilingual is a plus.
knowledge of Workers’ Compensation, Disability Claims, or Family Medical Leave processing a plus!

Responsibilities

Answer 35-45 incoming calls while processing a 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