Intake Customer Service Advocate

Location Designation: Fully Onsite

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 Lifes legacy of being there when were 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. Click here to learn more about Group Benefits solutions.

The initial 8 weeks of training involves a fully onsite work schedule. After training, the role will transition to hybrid working onsite Tuesday-Thursday and work from home Monday and Fridays.

*Candidates must live within 50 miles radius of our Dallas location to be considered*

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 in this role. 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. The intuitive ability to be compassionate and empathetic when appropriate when handling complex customer interactions.

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
    

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

• 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.
  

It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.

Salary range: $36,000-$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 the 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.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

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. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortunes Worlds 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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Job Requisition ID: 92891

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