Intake Customer Service Advocate

 Job Requisition ID: 91837 

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: 



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.  Also, the intuitive ability to be compassionate and empathetic when appropriate when handling complex customer interactions.

 

• Customer Focus- Consistently goes above and beyond to understand customer requirements and surpass their expectations.
• Communicates Effectively- Proactively shares a great deal of information; considers what others want to know, not just what they need to know.  
• Manages Conflict- Shows a positive approach in times of conflict and helps to dispel tension when there are differences of opinion.
• Situational Adaptability- Swiftly determines when flexibility is required and skillfully shifts own approach.
• Nimble Learning- Consistently asks meaningful questions of others to learn from their experience and knowledge.
• Optimizes Work Processes- Consistently adheres to defined and communicated standards, methods, and procedures.

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
• The polite and courteousness of the Advocate  

What You’ll Do:

 

• 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

 

What you'll bring:

 

• High School Diploma or GED required; College degree a plus!
• 1+ years call center and/or customer facing experience required; knowledge of Workers’ Compensation, Disability Claims, or Family Medical Leave processing a plus!
• Bilingual is a plus.
• 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 un