Location Designation: Remote

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.

Service Professionals are responsible for handling customer calls for life insurance policies with a goal to drive retention and increase client loyalty. Incoming at-risk customers will be identified via expressed intent during service interaction, or pre-identified based on risk criteria. These calls will be routed to Retention service associates. Outgoing at risk customers will be contacted by Retention service associates to discuss policy conditions and if necessary, process payments. Based on the customer's needs, the Service Associates require a high level of expertise in life insurance products and the ability to offer alternative solutions that will quickly diagnose root causes of cancelations and offer solutions and options efficiently, confidently and during the point of call.

Primary Responsibilities:

• Handle calls primarily to impacted customers to discuss policy solutions performing appropriate verification.
• Handle incoming calls as necessary also to discuss policy solutions performing appropriate verification.
• Handle outbound calls to customers to discuss policy conditions and process payments
• Maintain up to date knowledge of insurance related issues and knowledge of processes and procedures.
• Process basic and complex transactions initiated at point of call by customer, with quality and a sense of urgency, performing high level verification if necessary.
• Participates on conference calls with clients and or other parties to discuss policy solutions. Provides guidance to customers regarding website and IVR inquiries.
• Track and report on retention results using Service Central database and work with alternate legacy systems as necessary.

Basic Qualifications:

• Must be in positive performance & attendance standing (please review the Internal Mobility Policy on the intranet)
• All candidates must be in current role a minimum of one year

• Bachelor’s degree preferred, or 2+ years of related experience
• Advanced knowledge of life insurance products and processes, strong oral and written communication skills, ability to review a specific set of circumstances for a customer and make suitable recommendations

• Must demonstrate strong problem-solving skills and the ability to creatively think of out of the box solutions for customers to better suit the customer's needs.

Training & Development:

Service Associates are expected to operate with a strong level of independency and process service transactions with the intention of retaining the customer. To master these skills, he or she will receive on-site training to include New York Life systems and application.

Shift Information:

Must be willing to work flexible hours between 8am and 7pm with potential for overtime and weekends.

Salary range: $32,500-$47,500

Overtime eligible: Nonexempt

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.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

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: 86496