Dedicated Customer Service Advocate

 Job Requisition ID: 90674 

Location Designation: Hybrid - 3 days per week 

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 primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

 

Role Overview:

 

The Dedicated Customer Service Advocate provides guidance and administrative services for large National Account client.  The CSA responds to questions regarding retiree and active dependent life insurance. The CSA also works closely with a third-party vendor to obtain required information to facilitate billing and validating that premium is paid to submit life insurance claims for processing. The CSA also ensures customer data is entered accurately and timely.

 

What You’ll Do:

 

• Effectively communicate with service partners and vendors to provide consultative support to customers for a large National Account client.
• Provide excellent customer service.
• Utilize information, facts, policies, procedures and resources to provide accurate and efficient responses.
• Balance inbound/outbound calls while performing other daily job functions.
• Consistently meet/achieve established quality performance guarantee standards.
• Prepare customized packages for customers that contain specific benefit materials.
• Work with vendors on customer billing, applying payments and reconciling accounts
• Investigate and verify coverage by gathering pertinent information.
• Responsible for supporting the team in annual premium billing activities which consists of extending coverage, cancelling coverage, and communicating rate changes when applicable.
• Document all decisions and discussions that occur during the assessment process.
• Accurately document calls in the designated database.
• Update and maintain reference materials/forms to ensure accuracy in resolution.
• Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change.
• Participate in team meetings and support organizational goals.

 

What You’ll Bring:

 

• High School Diploma required; some college preferred
• Strong verbal and written communication and interpersonal skills are required.
• Ability to actively listen to customers, probe for clarification and show empathy.
• Strong analytical, problem solving and organizational skills.
• Ability to navigate through multiple systems and tools.
• Computer navigation skills and proficiency in Microsoft Office applications such as Outlook, Excel and Access.
• Ability to work as a team member and support others in balancing workload.
• Prior customer service experience in a call center environment or other professional customer service environment (2 + years’ experience preferred).
• Ability to multi-task.
• Adapt to quickly support changes and effectively meet business and customer needs.

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

 

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