**Job Title:** Customer Support Representative
**Company:** New York Life Insurance
**Location:** Chicago, Illinois, US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**About Us:**
New York Life Insurance is one of the largest and most respected financial institutions in the United States, providing life insurance, retirement solutions, and investment products. We are committed to delivering high-quality services and products, with a strong focus on the needs of our clients and employees alike.
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**Job Description:**
As a Customer Support Representative at New York Life Insurance, you will be a vital part of our customer experience team in Chicago. This part-time role specifically focuses on providing exceptional support to our clients, resolving inquiries, and ensuring a seamless experience for our customers. You will be working closely with various departments to ensure that our customers feel valued and informed. The ideal candidate has a strong background in customer service, is resourceful, confident, and a problem-solver who aims for excellence in their work.
**Key Responsibilities:**
- **Customer Interaction:** Serve as the first point of contact for clients through multiple channels (phone, email, and chat) to address their queries, complaints, and requests, ensuring a high level of customer satisfaction.
- **Product Knowledge:** Maintain in-depth knowledge of New York Life's products and services to provide accurate information and guidance to customers.
- **Issue Resolution:** Efficiently troubleshoot customer issues and inquiries, escalating complex matters to the appropriate teams when necessary while tracking progress to ensure timely resolution.
- **Document Management:** Record customer interactions and transactions accurately in our CRM system to maintain comprehensive and up-to-date customer records.
- **Feedback Collection:** Gather customer feedback and share insights with the management team to help improve services and products.
- **Training Support:** Assist in the onboarding and training of new representatives by sharing expertise in customer service best practices and product knowledge.
- **Collaboration:** Work closely with sales, underwriting, and claims departments to ensure customer needs are met in a timely and effective manner.
- **Follow-Up:** Conduct follow-up communications with customers to ensure that their concerns have been resolved satisfactorily.
- **Process Improvement:** Identify areas for improvement in customer support procedures and suggest enhancements to improve overall efficiency and effectiveness.
**Requirements:**
- A minimum of 4 years of experience in a customer service or support role, preferably within the insurance or financial services industries.
- Strong problem-solving skills and ability to communicate information clearly and concisely.
- Resourceful and confident in your ability to handle challenging situations and inquiries efficiently.
- Demonstrated persuasion skills to assist customers in making informed decisions related to their insurance needs.
- Leadership qualities that enable you to work collaboratively with a team and guide new team members as needed.
- Proficient in using CRM software, Microsoft Office Suite, and other customer service-related technologies.
- Ability to work in a fast-paced environment while maintaining focus on delivering quality service.
**Personality Traits:**
- Resourceful: Able to think creatively and come up with effective solutions.
- Confident: Comfortable in communicating with clients and making decisions independently.
**Soft Skills:**
- Persuasion: Skillfully guide clients toward making informed decisions.
- Leadership: Foster teamwork and support the development of fellow representatives.
**Benefits:**
- Employee discounts on insurance products and services.
- Vision insurance coverage.
- Flexibility to work remotely to maintain a healthy work-life balance.
**Working Environment:**
New York Life Insurance prioritizes quality in all aspects of work, products, and services. Our work culture emphasizes continuous improvement and a commitment to customer satisfaction.
**Application Deadline:**
All applications must be submitted by September 29, 2024.
**Equal Opportunity Statement:**
New York Life Insurance is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, ethnicity, color, religion, gender, sexual orientation, age, disability, or any other legally protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
