Representative, Fixed Annuity Call Center

 

Location Designation: Hybrid - 3 days per quarter 

Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

 

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities.  You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

 

You are our future, and we commit to investing in you accordingly.

 

Location: This is a work-at-home/remote position, requiring employees to reside within a commutable distance (approximately 50 miles) of the designated office location. This role can be based in Dallas, Cleveland or New York.   

 

Role Overview:

Our Annuity Team is responsible for providing personalized, high quality service experiences to our fixed and variable annuity policy owners, and for ensuring the unassailability of our operations in a fast-paced, highly regulated environment. The Team is looking for keen problem solvers who are comfortable taking initiative and thinking on their feet. Our Service professional will be a central point of contact for agent and customer phone calls and honoring written and phone requests. Working collaboratively, you will be entrusted with ensuring timely and accurate completion of all service requests within compliance and quality benchmarks, while also identifying and advancing opportunities to improve our team’s overall efficiency and quality of service. Our comprehensive training program will provide you with everything you need to assist our clients while providing superior customer service.

 

What You’ll Do:

• Create personalized experiences through the phone for policy owners and agents by demonstrating active listening, processing requests and problem resolution.
• Resolve our agent and client questions and requests via in-bound telephone calls.  Assess information gathered at point of call to make appropriate decisions using a good working knowledge of our administration systems, products, and services within regulatory guidelines
• Serve as subject matter expert on projects and assignments requiring research, compilation, and analysis of data
• Compose accurate agent and client correspondence on request as well as articulate basic information in the functional area
• Within regulatory guidelines, review and process in-force business transactions using various administrative systems such as Mainframe, Cyberlife and rPay on client accounts with speed and accuracy
• Ability to multi-task and leverage organizational skills
• Assist team members daily to complete work to meet departmental goals and regulatory standards
• Effective decision making based on comprehensive case analysis
• Assist with de-escalation of challenging situations to reach mutual agreeable resolutions for our clients and the company
• Continue to strengthen knowledge and skills to master complex transactions over time
• Deliver on our brand purpose to enhance customer service experience during every interaction

 

What You’ll Bring:

• High School Diploma or equivalent required; Associates, or bachelor’s degree preferred
• 1+ years of experience in a customer service environment
• Ideally willing to eventually obtain FINRA SIE and Series 6 or 7 Securities licenses
• Demonstrated success in creating raving experiences for our customers, and in providing inspirational leadership in a team environment
• Excellent verbal, written and listening skills with the ability to interpret customers’ needs, identify solutions and communicate clearly
• Strong technical and analytical skills, including experience running, manipulating, and interpreting reporting data
• Proficient PC skills including Word, Excel, and