Job Description

Alternate locations: Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania)

A career at New York Life 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. Its a career journey you can be proud of, and youll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our 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 visit LinkedIn, our Newsroom and the 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 a Customer Service Representative, you will help and work with customers to improve their health, well-being and sense of security. Customer Service Representatives are offered extensive, paid hands-on training, and a supportive post-training environment to pave your success. We encourage career development and offer continuing educational resources internally and externally to help you in your career advancement.

Role Summary
In this pivotal role, the Customer Service Representatives receive inbound customer calls to answering general inquires on Family Medical Leave, Company Leaves, Americans with Disabilities Act, and New York Paid Family Leave. Additionally, they track all Family Medical Leave time reported and provide determination on time decisions. 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 as appropriate when handling complex customer inquiries.
Customer Service Representatives respond to customer inquiries primarily regarding:

* Eligibility associated with Federal, State and Company leave of absence plans
* Understanding of leave status
* Researching customer information and inputting data into designated system. Managing correspondence and notifications within targeted time frames to meet Department of Labor and Customer Performance Guarantees for Family Medical Leave (FML)
* Inputting intermittent Family Medical Leave (FML) time received into designated system, compares certification information against Business Requirement Documents, and renders determination.

Customer Service Representatives 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

Skills and competencies for this role include:
* Focus on the customer, handling customer issues as if they were their own and taking ull accountability to solve customer problems with high levels of competence and accuracy
* Interpersonal skills - an extroverted personality and the ability to flex to different personality types, comfortable interacting with strangers
* Effective communication, pleasant tone and disposition
* Empathy and compassion listens first and makes emotional connection with customer, has an understanding and caring for the customer
* Problem solving
* Emotional intelligence in the ability to sense and use best judgment the right action at the right time
* Urgency and follow-through, acting with speed and do what you will say you will do
* Ability to educate customers by communicating clearly and confidently
* Perseverance
* Resilience in handling 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
* Learn and apply new skills and processes quickly
* Demonstrate innovation and ability to bring solutions to the customer in real-time

You are the right person if you have:

* High School Diploma or equivalent required, Associates or Bachelors 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

NOTE: We are currently training in a work at home environment, and you will be required to have reliable internet connectivity provided through a wired connection. A mobile or hot spot environment is not acceptable and you may need to purchase an Ethernet cord depending on your current set up

EOE M/F/D/V

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LI-MC1

Job Requisition ID: 83178