Job Description
Title: Customer Care Advocate – Plano, TX
Location: Plano, TX, US
When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
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Do you relish helping people? Do you thrive in a fast paced, customer focused environment? Then start your rewarding career as a part of our growing Customer Service team!
As a Contact Center Customer Service Advocate, you will help and work with customers to improve their health, well-being, and sense of security.
As a Customer Service Advocate, you are offered extensive, paid hands-on training, a supportive post-training environment to pave your success. New York Life encourages career development and offers continuing educational resources internally and externally to help you in your career advancement.
Role Summary
In this pivotal role, the Customer Service Advocate receives inbound customer calls on general inquiries regarding Short Term and State Disability benefits, eligibility, coverage, and payment status, as well as provide solutions for customers and clients via phone.
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 in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries.
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.
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 finds 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.
You are the right person if you have:
- High School Diploma or GED from accredited institution required, Associates or Bachelor’s degree preferred
- Customer service experience preferred
- Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
- 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
Shift Information:
Candidates must be available to work the following schedule:
- Monday – Friday:
- Start time between 9:00am 10:30am CDT
- End time between 6:00pm-7:00pm CDT
Technology Requirements:
- Functioning broadband (cable/DSL) should meet the following minimum requirements 50mb download/20mb upload speed.
- Must have ability to hardwire internet connection.
Training Requirements: Monday through Friday training from 8:00am 4:30pm CT. Training on-site will start October 2nd through November 17th. After successfully completing your training, you will transition to full time work from home. Must live within 50 miles of our Plano location, 1640 Dallas Parkway Plano, TX 75093.