Introduction to New York Life Insurance Company
New York Life Insurance Company is a leading provider of financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. As a company, we foster a healthier, happier, and more secure workforce, contributing to our legacy of being there when we're needed most. Our Group Benefit Solutions deliver comprehensive insurance and absence management solutions for mid-sized and large companies, directly impacting employees' lives. We are committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation.
Job Overview
The CSC Portal Support Specialist plays a vital role in delivering exceptional client-facing support for portal-related inquiries. This position involves addressing various issues such as user registration, password resets, account access, and navigation difficulties. You will also create and manage technical support tickets as needed, ensuring timely resolution while adhering to service and quality standards. As a key member of our team, you will have the opportunity to work in a dynamic and growth-oriented environment, collaborating with colleagues to achieve shared results and contributing to the company's mission of providing financial security and peace of mind to people.
Key Responsibilities
- Handle inbound phone calls via a computerized telephone system, providing exceptional customer service and support to clients.
- Manage internal and external requests through a shared inbox, ensuring timely and effective communication.
- Assist users with portal-related issues, including registration, password resets, and navigation, troubleshooting and resolving user issues efficiently.
- Accurately document call interactions in line with Standard Operating Procedures, maintaining detailed records of customer interactions.
- Open and follow up on technical support tickets as necessary, ensuring timely resolution and adherence to service and quality standards.
- Gather and research data to address customer inquiries thoroughly, providing comprehensive and accurate information to clients.
- Collaborate with team members to achieve shared results, contributing to the team's service and quality objectives.
- Prioritize tasks to ensure completion within specified time frames, demonstrating reliability and accountability in your work.
- Consistently meet job performance expectations, demonstrating a growth-mindset and ability to adapt to change in a fast-paced environment.
- Adhere to NYL corporate compliance policies, including privacy and ethics standards, maintaining the highest level of professionalism and integrity in your work.
Essential Qualifications
- High school diploma, or GED from an accredited school required, demonstrating a strong foundation in education and a commitment to learning.
- Excellent verbal and written communication skills, with the ability to communicate effectively with clients and colleagues.
- Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Growth-mindset and ability to adapt to change, demonstrating a willingness to learn and grow in a dynamic environment.
- Customer Service oriented, with a strong focus on delivering exceptional client-facing support and technical expertise.
- Ability to work in a fast-paced environment, with a strong sense of urgency and attention to detail.
- Strong interpersonal skills, with the ability to collaborate with colleagues and build strong relationships with clients.
- Individual contributor as well as team player, demonstrating a willingness to work independently and as part of a team.
- Possesses a high level of attention to detail, with a strong focus on accuracy and quality in your work.
- Working knowledge of Microsoft Office, with the ability to utilize technology to streamline processes and improve efficiency.
Preferred Qualifications
- Previous experience in a customer-facing support role, demonstrating a strong understanding of client needs and expectations.
- Technical expertise in portal support, with a strong understanding of technical issues and solutions.
- Experience working in a fast-paced environment, with a strong sense of urgency and attention to detail.
- Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.
- Ability to work independently and as part of a team, demonstrating a willingness to collaborate and contribute to shared results.
Skills and Competencies
- Strong communication and interpersonal skills, with the ability to communicate effectively with clients and colleagues.
- Technical expertise in portal support, with a strong understanding of technical issues and solutions.
- Problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues.
- Time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Adaptability and flexibility, with a willingness to learn and grow in a dynamic environment.
- Attention to detail, with a strong focus on accuracy and quality in your work.
Career Growth Opportunities and Learning Benefits
At New York Life Insurance Company, we are committed to providing our employees with opportunities for growth and development. As a CSC Portal Support Specialist, you will have access to a range of training and development programs, including on-the-job training, mentorship, and formal education opportunities. You will also have the opportunity to work with a talented and experienced team, collaborating with colleagues to achieve shared results and contributing to the company's mission of providing financial security and peace of mind to people.
Work Environment and Company Culture
Our company culture is built on a foundation of diversity, equity, and inclusion, with a strong commitment to advocating for the financial security and success of people in every community. We believe in a diverse workforce, and our guiding principles are embedded in our brand and our culture. We are recognized as one of Fortune's World's Most Admired Companies, and we operate in the best interests of our policy owners. Our work environment is dynamic and fast-paced, with a strong focus on collaboration, innovation, and customer satisfaction.
Compensation, Perks, and Benefits
We offer a competitive salary range of $35,000-$60,000, with opportunities for overtime and discretionary bonuses. Our benefits package includes a range of programs, including leave programs, adoption assistance, and student loan repayment programs. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and other retirement savings options. Our employees are eligible for an annual discretionary bonus, and we offer a range of perks and incentives to recognize and reward outstanding performance.
Conclusion
If you are a motivated and talented individual with a passion for delivering exceptional client-facing support and technical expertise, we encourage you to apply for this exciting opportunity. As a CSC Portal Support Specialist, you will have the opportunity to work in a dynamic and growth-oriented environment, collaborating with colleagues to achieve shared results and contributing to the company's mission of providing financial security and peace of mind to people. Don't miss out on this opportunity to join our team and take your career to the next level. Apply today!
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