Intake Customer Service Advocate

Intake Customer Service Advocate

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.

Role Overview

The Intake Customer Service Advocate will field incoming calls from customers to initiate the accurate setup of Family Medical Leave, Paid Family Leave, Workplace Accommodation, Short-Term Disability and Long-Term Disability claims. 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 effectively and efficiently to accurately initiate new claims/leaves is crucial for success in the role. Intake Advocates are measured on:

• Direct feedback from customer via post call surveys, which include:
• The ability of the Advocate to resolve the initial call with a first call resolution
• Their satisfaction with the overall experience while they spoke with the advocate
• The level of knowledge displayed by the advocate to resolve the customer matter
• The polite and courteousness of the advocate

What You'll Do

- Answer 35-45 incoming calls while processing a leave or disability claim for the employee

- Entering essential claim data into the appropriate leave system forms to provide a record related to cases and customer interactions

- Establish high quality customer relationships - using information resources, active listening, and technical knowledge to respond to customer

- Ability to multitask, gather and input necessary information simultaneously

- Utilizing a comprehensive approach to ensure information provided results in a successful submission of claims

- Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing

- Responding to urgent and non-urgent inquiries within company SLA's

What You'll Bring

- High School Diploma or GED required; College degree a plus!

- 1+ years call center and/or customer facing experience required; knowledge of Workers' Compensation, Disability Claims, or Family Medical Leave processing a plus!

- Bilingual is a plus.

- Knowledge of PC operations and Microsoft systems, as well as a technical aptitude to learn new systems and applications

- Demonstrated success in using critical thinking to provide unique solutions to issues and recognize opportunities for improvement

- Ability to correspond in a clear, concise, and timely manner using appropriate verbal/written channels of communication

Pay Transparency

Salary range: $38,000-$42,000

Overtime eligible: Nonexempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture.

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 Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners.