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Manager, Dedicated Customer Advocacy Team

New York Life Insurance

New York Life Insurance

Customer Service
Farmington, CT, USA
Posted on Saturday, June 29, 2024

Location Designation: Fully Onsite

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.


In this role you will supervise a team of Dedicated Customer Service Advocates that provide guidance and administrative service support for a single National Account client. The duties of the team include providing concierge life claim filing assistance and responding to questions regarding retiree life and active dependent life insurance. The team is expected to show exceptional customer service and empathy as they will be interacting with claim beneficiaries to help facilitate the life claim filing process and billing inquiries.


  • Responsible for hiring, training, and career development.
  • Build a diverse team which fosters an environment of inclusion and employee engagement.
  • Coach and develop employees to meet and exceed goals.
  • Establish team standards and goals, and continually monitor team’s performance, attendance, and conduct.
  • Identify areas of opportunity, set goals, and create action plans for improvement.
  • Partner with life claim managers and other key internal stakeholders to ensure we continually monitor process and service outcomes to ensure we are meeting customer needs.
  • Ensure contingency plans are in place to address risks such as staffing shortages or system issues to ensure that customer service goals can be maintained.
  • Act as a relationship owner and primary point of contact with billing vendor.
  • Develop strong relationships with client plan administrator and the GBS National Account Team to facilitate problem solving and to ensure service delivery.


  • College degree or 4+ years of applicable work experience required.
  • Strong demonstrated leadership skills.
  • Strong analytical, problem-solving, and process improvement skills.
  • Background in contact center and/or life claim process preferred.
  • Excellent time management skills with ability to multi-task in deadline driven environment.


  • Builds effective Teams
  • Manages conflict
  • Develops Talent
  • Communicates effectively
  • Manages Ambiguity


Salary range: $62,500-$105,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 90534