Client Service Representative

Location Designation: Hybrid - 2 days per week 

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 plays a critical role in delivering high-quality service through inbound phone support. This client-facing position is responsible for handling inquiries from clients and brokers in the Select and Middle Market segments (up to 5,000 lives), as well as supporting NYL agents with U50 clients via the toll-free line. The representative serves as the first point of contact, managing inbound calls, resolving issues, escalating matters to other areas as needed, and ensuring a seamless experience for all callers.

What You'll Do: 

• Handle inbound calls from clients and brokers, providing prompt, courteous, and accurate responses to inquiries related to benefits, claims, billing, and account updates.
• Assess the nature and complexity of each call, determine whether to resolve directly or escalate to the appropriate internal team, and ensure timely follow-through.
• Set clear expectations on resolution timelines, conduct follow-ups, and maintain proactive communication to keep clients and brokers informed.
• Log and monitor service requests in internal systems, ensuring timely and accurate processing. Refer tasks to support teams while maintaining ownership of outcomes.
• Collaborate with internal business partners to resolve service issues and prevent escalation. Serve as a liaison between clients and operational teams.
• Knowledge of group products (including Short-Term Disability (STD) and Long-Term Disability (LTD)), service protocols, and system tools to support efficient call handling.
• Achieve and maintain individual and team quality and adherence scores
• Deliver service excellence through empathy, courtesy, patience, and professionalism in all interactions.
• Process service requests pulled from a Salesforce queue

What You'll Bring:

• Bachelor’s Degree or equivalent experience; minimum 2 years in a contact center or customer service role.
• Understanding of group products and services, with demonstrated expertise in STD and LTD products.
• Proven ability to thrive in an inbound call center environment.
• Excellent verbal and written communication skills and listening skills.
• Strong organizational and time management abilities.
• Proficiency in Microsoft Office and multiple system-based applications.
• Ability to work independently, manage competing priorities, and resolve issues effectively.
• Growth-mindset and ability to adapt to change

Pay Transparency

Salary range: $45,000-$52,000 

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 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: 94561 

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