Client Service Representative

Location Designation: Fully Remote

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 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 Client Service Representative is a client-facing role that handles inquiries via toll-free line or general service email box from clients / brokers in Select and Middle Market segments up to five thousand lives. This role will serve as a triage unit for all work coming into Client Services for simple and complex inquiries, as well as escalated service situations. The Client Service Representative will work independently to process the inquiry / request or determine the appropriate area to handle. The Client Service Representative is a result-oriented problem solver who is considered an expert in customer service.

What You'll Do:

• Answer inbound calls and e-mails from clients and brokers in the Select and Middle Market segments, gather critical information, swiftly assess type of inquiry and determine the level of complexity toprocess ordirect the work to the appropriate area for handling.
• Interact professionally with clear, effective communication and set the appropriate expectations on the timeline of deliverables. Conduct timely follow ups as needed to keep client / broker informed of status.
• Responsible for handling inquiries, such as form requests, EOI and claims status, contact changes, billing / commission questions and providing timely responses to the client or broker.
• Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
• Coordinate with internal business partners to ensure client needs are met and potential problems are averted.
• Demonstrate the ability to work with appropriate Group Benefit Solutions resources to resolve service inquiries.
• Develop and maintain business partnerships to ensure service issues are managed proactively, accurately and effectively with all business partners.
• Possess extensive knowledge of products and services and a thorough understanding of processes related to servicing clients / brokers.
• Participate in regularly scheduled feedback, training and information exchange sessions with key business partners.

What You'll Bring:

• Bachelor's Degree or equivalent previously related work experience; minimum of 2 years experience in customer service.
• Strong understanding of group products and services, with demonstrated expertise in STD and LTD products.
• Ability to quickly understand the client's needs and expectations.
• Proven ability to operate in a fast-paced, customer service environment.
• Demonstrated organizational, time management and interpersonal skills.
• Strong analytical ability and attention to detail.
• Ability to effectively solve issues to resolution.
• Preferred minimum two years' experience with multiple software and system-based applications, including Microsoft Office Suite.
• Strong verbal / written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
• Ability to manage multiple and divergent priorities and deadlines, high volume of service requests and work independently and proactively, negotiate and manage expectations for mutually acceptable solutions.

Pay Transparency

Salary range:$50,000-$65,000

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 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 Benefits

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.

Our Diversity Promise

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 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 theFoundation.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:92445

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