Customer Service Advocate - Pittsburgh

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.

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.

Role Overview: 

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.

What You'll Do: 

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.
• Assist customers with outbound calls to provider’s office to obtain medical records for disability claim

Customer Service Advocates are measured on:
• Direct feedback from customer via post call surveys, which include:
o The ability of the customer service advocate to resolve their inquiry
o Their satisfaction with the overall experience while they spoke with the advocate
o The level of effort that the customer experienced in resolving their inquiry
o 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.
• 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.

What You'll Bring: 

• High School Diploma or equivalent required, Associates or Bachelor’s degree preferred
• Customer service experience preferred
• 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