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New York Life Insurance Company Customer Service Representative in Phoenix, Arizona

A career atNew York Life (https://www.newyorklife.com/) offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value ourdiverse and inclusive workplace (https://www.newyorklife.com/about/careers/diversity/) where all voices can be heard. 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 service, supported by ourFoundation (https://www.newyorklife.com/foundation) . It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visitLinkedIn (https://www.linkedin.com/company/newyorklife/) , ourNewsroom (https://www.newyorklife.com/newsroom/) and theCareers (https://www.newyorklife.com/about/careers/) page of www.NewYorkLife.com .

Do you enjoy 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 aContact Center Customer Service Advocate, you will help and work with customers to improve their health, well-being and sense of security.

As aCustomer Service Advocate, you are offered extensive, paid hands on training, a supportive post-training environment to pave your success. We encourage 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 generalinquiries 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 Advocaterespond 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.

  • Assist customers with outbound calls to provider’s office to obtain medical records for disability claim

Customer Service Advocatesare 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

  • Ownershipof customer issues as if they were their own. Takes full accountability to solve customer problems with high levels of competence and accuracy.

  • Makes it easy for customers to do business with us. (No homework for the customer; make outreaches; take burden off customers)

  • Interpersonal Savvy

  • Extroverted personality-Ability to flex to different personality types & has comfort in interacting with strangers.

  • Effective Communication, Pleasant Tone & Disposition –good energy, Empathy–listens first and makes emotional connection with customer, Compassion-has an understanding and caring for the customer.

  • Problem Solving

  • Emotional intelligence–ability to sense, using best judgment –right action at the right time.

  • Urgency/ Follow Through–act with speed and do what you will say you will do

  • Ability to educate customers by communicating clearly and confidently.

  • Perseverance

  • Resilience–ability to handle high-pressure situations without burn out, responds well to constructive feedback by leaders as well as customers, use positive language and alternative positioning

  • Ability to handle a tough/challenging customer interactions and handle the next customer interaction not impacted by the previous call.

  • Learning & Applying Quickly

  • Innovation–ability to innovate in bringing solutions to the customer in real-time.

You are the right person if you have:

  • High School Diploma or equivalent 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

EOE M/F/D/V

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