Customer Care Advocate

Location Designation: Hybrid - 3 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.

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-size 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 customers’ 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.

Role Overview:

As a Customer Care Advocate within Group Benefit Solutions, you will play a vital role in supporting customers by addressing inquiries related to Short Term and State Disability benefits, eligibility, coverage, and payment status. Your work will directly impact customers’ health, well-being, and financial security by providing clear, empathetic, and accurate assistance through inbound calls. This role requires strong problem-solving, communication, and computer skills to deliver exceptional service in a fast-paced, customer-focused environment. You will contribute to New York Life’s mission by ensuring customers receive timely and effective solutions, while also supporting continuous improvement through feedback and quality assessments.

What You'll Do:

• Respond promptly and professionally to inbound customer inquiries regarding disability benefits, eligibility, claim status, and payments.
• Utilize computer-based resources to research customer information, input data accurately, and provide clear, informative responses.
• Apply creative problem-solving and critical thinking to resolve complex customer issues with empathy and professionalism.
• Maintain high-quality service standards by adhering to internal processes and participating in quality assessments.
• Contribute to a positive customer experience by actively listening and managing conflict with a calm, solution-oriented approach.

What You'll Bring:

• High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• Customer service experience, preferably in a call center or benefits-related environment.
• Intermediate proficiency in Microsoft Office Suite and strong multitasking abilities on computer systems.
• Excellent verbal and written communication skills with the ability to engage empathetically and professionally.
• Ability to perform effectively in a high-volume, fast-paced call center setting, both independently and as part of a team.
• Strong organizational skills and time management focus to handle multiple tasks efficiently.

Preferred Skills:

• Experience with insurance, disability benefits, or absence management solutions.
• Familiarity with customer relationship management (CRM) systems or similar technology platforms.
• Demonstrated ability to adapt quickly to changing processes and customer needs.
• Commitment to ongoing learning and professional development within customer service roles.

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Pay Transparency

Salary range: $42,000-$46,000

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 .

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 .

​ Job Requisition ID: 92581

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