Customer Service Advocate

Fully Onsite

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 and providing financial security and peace of mind through absence, accident, disability, voluntary benefits, and life insurance solutions.

Learn more about Group Benefits solutions.

Do you enjoy helping people? Do you thrive in a fast‑paced, customer‑focused environment? Then start your rewarding career as part of our growing Customer Service team! As a Contact Center Customer Service Advocate, you will help customers improve their health, well‑being, and sense of security. You will receive extensive, paid hands‑on training and a supportive post‑training environment to pave your success.

New York Life Insurance Company encourages career development and offers continuing educational resources internally and externally to help you advance.

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, and provides solutions via phone. Creative problem‑solving, critical thinking, and empathy skills are essential. Professional interaction, active and passive listening, and the ability to use computer‑based resources efficiently to educate and provide accurate responses are crucial for success in the role.

• Respond to customer inquiries regarding eligibility associated with their disability
• Explain claim status and claim payments related to disability plans
• Research customer information and input data into the designated system
• Assist customers with outbound calls to provider offices to obtain medical records for disability claims

• Direct feedback from customers via post‑call surveys, including resolution of inquiry, satisfaction, and effort experienced
• Internal quality assessments measuring accuracy and efficiency of responses

• Customer Focus – Goes above and beyond to understand customer requirements and surpass expectations
• Communicates Effectively – Shares a great deal of information proactively
• Manages Conflict – Remains positive in conflict and dispels tension
• Situational Adaptability – Determines when flexibility is required and adapts approach
• Nimble Learning – Asks meaningful questions to learn from others
• Optimizes Work Processes – Adheres to defined standards, methods, and procedures

• High School Diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• Customer service experience preferred
• Intermediate proficiency in Microsoft Office Suite with high multitasking capacity
• Excellent written and oral communication skills
• Ability to perform in a high‑volume, fast‑paced call center environment
• Proven ability to work independently and as a team member
• Exceptional organizational and time‑management focus

* Candidates must reside within 50 miles of 116 15th Street, 7th Floor, Pittsburgh, PA 15222.

Salary range: $40,000–$47,000. Overtime eligible:
Nonexempt. Discretionary bonus eligible:
Yes. Sales bonus eligible:
No. Base salary is determined based on experience, skills, qualifications, and job location, with eligibility for an annual discretionary bonus and incentive program.

We provide a full package of benefits, including leave programs, adoption assistance, and student loan repayment programs.  to learn more about our comprehensive benefit options.

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. Diversity, equity, and inclusion (DEI) are guiding principles embedded in our brand and culture.  to learn more about our leadership in DEI and community impact.