Customer Service Advocate

Position Overview

Location Designation: Fully Onsite. Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. At New York Life, you’ll design, implement, and support solutions that directly impact employees’ lives by offering financial security through absence, accident, disability, voluntary benefits, and life insurance.

In this pivotal role as a Contact Center Customer Service Advocate, you will field inbound calls regarding Short Term and State Disability benefits and provide clear, accurate guidance while demonstrating empathy and effective problem solving.

Key Responsibilities

• Respond to inbound customer inquiries regarding Short Term and State Disability benefits, including eligibility, claim status, and payment details.
• Research customer information and accurately input data into designated systems.
• Assist customers with outbound calls to provider offices to obtain necessary medical records.
• Utilize computer-based resources effectively while exercising creative problem solving and empathy.
• Maintain high customer satisfaction as measured through post-call surveys and internal quality assessments.

Required Qualifications

• High School Diploma or equivalent (required); Associates or Bachelors degree preferred.
• Intermediate proficiency in Microsoft Office Suite and the ability to multitask independently.
• Excellent written and oral communication skills.
• Ability to perform in a high-volume, fast-paced call center environment.
• Exceptional organizational and time-management skills.
• Candidates must reside within 50 miles of 116 15th Street, 7th Floor, Pittsburgh, PA 15222.

Preferred Qualifications

• Customer service experience is preferred.
• Experience in insurance, disability benefits, or related fields is a plus.

Benefits & Perks

• Compensation: Base salary range of $40,000–$47,000. Actual salary is determined based on experience, skills, qualifications, and location. Overtime eligible: Nonexempt; Discretionary bonus eligible and potential participation in an incentive program.
• Extensive, paid hands-on training and a supportive environment post-training to ensure your success.
• A comprehensive package of benefits, including leave programs, adoption assistance, and student loan repayment options.
• Opportunities for career development with continuing educational resources both internally and externally.