Customer Care Advocate

 Job Requisition ID: 91098 

Location Designation: Fully Onsite 

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.

 

 

This position requires onsite training Monday through Friday beginning 4/7/2025 through 6/6/2025.  After successful completion of training, you will transition to a full-time work from home employee. 

All hires must live within 50 miles of our Texas office located at 5005 Lyndon b Johnson FWY, Farmers Branch, TX 75244.

 

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.

 

Role Overview:
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 encourages career development and offers continuing educational resources internally and externally to help you in your career advancement. 

 

What You’ll Do:
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.

 

Customer Service Advocate respond to customer inquiries primarily regarding:

• Eligibility associated with their disability
• Understanding of claim status
• Understanding of claim payments related to disability plans
• Researching customer information and inputting data into designated system.

 

Customer Service Advocates are measured on:

• Direct feedback from customer via post call surveys, which include:
  • The ability of the customer service advocate to resolve their inquiry 
  • Their satisfaction with the overall experience while they spoke with the advocate 
  • The level of effort that the customer experienced in resolving their inquiry 
  • Internal quality assessments that measure how accurately and efficiently the customer service advocate responded to the inquiry

 

Core Competencies of this role:

• 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.