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Customer Service Representative
2 months ago
We are seeking a highly skilled and dedicated Customer Service Advocate to join our team at New York Life Insurance Company. As a key member of our Group Benefit Solutions team, you will play a critical role in delivering exceptional customer service and support to our clients.
Key Responsibilities- Provide guidance and administrative services to large National Account clients, responding to questions regarding retiree and active dependent life insurance.
- Work closely with third-party vendors to obtain required information, facilitate billing, and validate premium payments for life insurance claims processing.
- Ensure accurate and timely entry of customer data, maintaining high-quality performance standards.
- Effectively communicate with service partners and vendors to provide consultative support to customers.
- Utilize information, facts, policies, procedures, and resources to provide accurate and efficient responses.
- Balance inbound and outbound calls while performing other daily job functions.
- Prepare customized packages for customers containing specific benefit materials.
- Work with vendors on customer billing, applying payments, and reconciling accounts.
- Investigate and verify coverage by gathering pertinent information.
- Support the team in annual premium billing activities, including extending coverage, cancelling coverage, and communicating rate changes.
- Document all decisions and discussions that occur during the assessment process.
- Accurately document calls in the designated database.
- Update and maintain reference materials/forms to ensure accuracy in resolution.
- High School Diploma required; some college preferred.
- Strong verbal and written communication and interpersonal skills.
- Ability to actively listen to customers, probe for clarification, and show empathy.
- Strong analytical, problem-solving, and organizational skills.
- Ability to navigate through multiple systems and tools.
- Computer navigation skills and proficiency in Microsoft Office applications such as Outlook, Excel, and Access.
- Ability to work as a team member and support others in balancing workload.
- Prior customer service experience in a call center environment or other professional customer service environment (2+ years' experience preferred).
- Ability to multi-task.
- Adapt to quickly support changes and effectively meet business and customer needs.
We provide a comprehensive benefits package, including leave programs, adoption assistance, and student loan repayment programs. Our company is committed to diversity, equity, and inclusion, and we strive to create a workplace that values and respects all employees. We are proud to be recognized as one of Fortune's World's Most Admired Companies.
