Customer Service Advocate - Pittsburgh

New York Life Insurance Company is dedicated to providing comprehensive insurance and absence management solutions. They are seeking a Customer Service Advocate to assist customers with inquiries regarding disability benefits, eligibility, and claims, while ensuring a positive customer experience through effective communication and problem-solving skills.

Responsibilities

• 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:
• The ability of the 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
• 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

Skills

• High School Diploma or equivalent required
• 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
• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
• Creative problem solving, critical thinking and empathy skills are essential
• Professional interaction, active and passive listening skills
• Ability to utilize computer-based resources in a highly effective manner to educate and provide accurate responses to customer inquiries
• Innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries
• Associates or Bachelor's degree preferred
• Customer service experience preferred

Benefits

• Leave programs
• Adoption assistance
• Student loan repayment programs

Company Overview

Company H1B Sponsorship