Intake Customer Service Advocate

New-York-Life; Pittsburgh (Allegheny County); Hybrid; USD 38,000 - 42,000; Full time

Job summary

New York Life in Pittsburgh, PA, is hiring an Intake Customer Service Advocate to handle 35-45 daily calls and initiate leave or disability claims. You will enter data, verify information, and build strong customer relationships using active listening and problem solving.

In this hybrid role (3 days on-site), you will leverage PC/Microsoft skills to navigate leave systems, ensure accurate submissions, and meet performance standards while supporting our diverse workforce.

Qualifications

• High School Diploma or GED required; College degree a plus.
• 1+ years call center and/or customer facing experience.
• Bilingual is a plus.
• Knowledge of PC operations and Microsoft systems; ability to learn new systems.

Responsibilities

• 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 of cases and customer interactions.
• Establish high quality customer relationships using information resources, active listening, and technical knowledge.
• Ability to multitask, gather and input necessary information simultaneously.
• Utilize a comprehensive approach to ensure information provided results in a successful submission of claims.
• Focus on team metrics, including quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing.
• Respond to urgent and non-urgent inquiries within company SLA’s.

Skills

Call center experience

Customer service

Active listening

Critical thinking

Bilingual

Education

High School Diploma or GED

College degree a plus

Tools

PC operations

Microsoft Office / Microsoft systems

Job description

Job DescriptionRequisition ID94503DepartmentGroup Benefit SolutionsJob FunctionGroup Benefit SolutionsLocationPittsburgh,Pennsylvania,United StatesRole Location DesignationHybrid - 3 days per weekLocation Designation: Hybrid - 3 days per weekGroup 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. Click here to learn more about Group Benefits 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 advocateWhat 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’sWhat 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 communicationIt 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.#LI-AP3#LI-HYBRIDPay TransparencySalary range: $38,000-$42,000Overtime eligible: NonexemptDiscretionary bonus eligible: YesSales bonus eligible: NoActual 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.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.Our BenefitsWe 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.Our Diversity PromiseWe 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 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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.Job Requisition ID: 94503#GBSRead More