CSC Portal Support Specialist

 Job Requisition ID: 90947 

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.

 

 

Alternate locations: Dallas, TX (Texas); Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania)

 

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

Under certain circumstances, will consider a remote option.

 

Role Overview:

 

The CSC Portal Support Specialist plays a vital role in delivering exceptional client-facing support for portal-related inquiries. This position involves addressing various issues such as user registration, password resets, account access, and navigation difficulties. You will also create and manage technical support tickets as needed, ensuring timely resolution while adhering to service and quality standards. 

 

What You’ll Do:

 

• Handle inbound phone calls via a computerized telephone system.
• Manage internal and external requests through a shared inbox.
• Assist users with portal-related issues, including registration, password resets, and navigation.
• Troubleshoot and resolve user issues efficiently.
• Accurately document call interactions in line with Standard Operating Procedures.
• Open and follow up on technical support tickets as necessary.
• Gather and research data to address customer inquiries thoroughly.
• Collaborate with team members to achieve shared results.
• Prioritize tasks to ensure completion within specified time frames.
• Consistently meet job performance expectations, demonstrating reliability and accountability.
• Adhere to NYL corporate compliance policies, including privacy and ethics standards.
• Deliver service excellence through empathy, courtesy, patience, and professionalism in all customer interactions.
• Actively contribute to the team’s service and quality objectives.
• Maintain open communication with peers, business partners, and management regarding compliance and work-related matters.
• Achieve and maintain individual and team quality and adherence scores.
• Take ownership of assigned tasks and responsibilities 

What You’ll Bring:

 

• High school diploma, or GED from an accredited school required.
• Excellent verbal and written communication skills
• Strong organizational skills
• Growth-mindset and ability to adapt to change
• Customer Service oriented
• Ability to work in a fast-paced environment
• Strong interpersonal skills
• Individual contributor as well as team player
• Possesses a high level of attention to detail
• Working knowledge of Microsoft Office

 

Technology:

 

Functioning broadband (cable/DSL) should meet the following minimum requirements 50mb download/20mb upload speed.

 

 

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