Senior Universal Representative

Location Designation:

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.

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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 Universal 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.

Role Summary

• In this pivotal role, the Universal Customer Service Advocate receives inbound customer calls to complex inquiries regarding benefits, eligibility, coverage and other related information and provide solutions for customers and clients via phone and email.
• 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.
• Universal Customer Service Advocate respond to customer inquiries primarily regarding:
• Eligibility associated with their individual or company sponsored disability and/or leave of absence plans
• Understanding of claim/leave status
• Understanding of claim payments related to disability plans
• Researching customer information and inputting data into designated system. Managing correspondence and notifications within targeted time frames to meet Department of Labor and Customer Performance Guarantees for Family Medical Leave(FML)
• Understanding of Company's leave plans
• Inputting intermittent Family Medical Leave (FML) time received into designated system, compares certification information against Business Requirement Documents, and renders determination.

Universal Customer Service Advocates are measured on:

• Direct feedback from customer via post call surveys, which include: The ability of the Universal 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.

Collaborates- Makes self a resource to help others and seizes opportunities to assist whenever possible.

Organizational Savvy- Identifies the best sources of relevant information and involves them at the right time.

Resourcefulness-Consistently focuses on highest-priority demands while calmly and effectively tracking and making progress on other priorities.

Manages Complexity- Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

You are the right person if you have/are:

• Current ITT and/or CCA Advocate
• In good standing in your current role
• Will have been in your current role for 12 months as of the date training ends
• High School Diploma or equivalent required, Associates or Bachelor's degree 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
• Proven ability to work independently as well as a productive member of a team
• Exceptional organizational and time-management focus be added

Salary range:$37,500-$57,500

Overtime eligible:Nonexempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Click here to learn more about our . Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the.We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses "Be Good At Life." To learn more, please visit , our and the page of .

Job Requisition ID:88463