Senior Representative - Worksite Remittance


Date: Nov 30, 2018

Location: Bloomington, MN, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. 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




Working under the direction of the Worksite/WGST Manager, the Senior Representative will work to achieve the goals of processing the following worksite transactions: establishing new group arrangements by working closely with agents and payroll administrators; process all administrative updates on large groups including starting/stopping/changing payroll deductions; administrative group follow up such as ensuring groups meet the strength requirements and bills routed to the office are correct and mailed to the remitters and complete business expert review of complaint cases and issues resulting from case set up; working with payroll administrators to ensure deductions have started correctly; paying first bills for newly established groups. WGST members work directly with agents and payroll administrators to answer questions and resolve issues, and will be responsible for groups from inception to paying the first bill.

Generally, the position is also responsible for; processing new group setups for employers choosing to offer their employees payroll deduction for individual insurance policies; process group payments on all groups assigned to them; process payments on individual policies; process administrative updates to groups such as address changes, deduction schedule changes and adding/removing policies; researching return mail for a group; working with agents on group payments which have not been received and if necessary terminating these groups for nonpayment and processing reversals due to no good payments, processing basic premium payments, loan repayments and option to purchase paid-up addition payments on individual policies and correcting errors or providing manual updates for transactions that do not update automatically.

The WGST Senior Representative is expected to work independently with minimal supervision from the manager and assistance from the more senior team members. They will work with other members of the Worksite Team to provide timely, efficient, and accurate service to policyholders, group remitters, agents, and employees of related service teams. The WGST Senior Representative is able to handle worksite requests such as those involving the larger size group payments.  They are a technical expert for all processes listed above. They will be expected to review procedures, make suggestions when appropriate, and assist in drafting updates to procedures when new products are introduced, or system changes are required. Additionally, they will be expected to provide input for updates and improvements to the WGST procedures and processes.
They may lead one-on-one training sessions to develop team mates and will also be involved in agent training sessions both via WebEx and in-person. They handle high-profile worksite requests and will participate in project teams associated with the work functions of the team (for example recovery efforts to update company records or to develop new procedures).


Major Responsibilities:

  • Liaise with agents and payroll administrators to establish new Worksite groups.
  • Work autonomously within established departmental procedures to resolve most worksite related issues such as complaints and issues during the group set up process.
  • Answer agent and policyholder calls related to worksite requests and set up issues for new groups.
  • Establish high quality customer relationships via telephone conversations and written correspondence with policyholders, group remitters and agents– using available resources and own technical knowledge.
  • Within regulatory guidelines, transacts financial activity on policyholder accounts in a timely manner, with quality and efficiency levels as determined by department guidelines.
  • Act as a technical expert in worksite requests listed above. Provide formal subject matter guidance to more junior team members (CS2) on moderately difficult subjects such as large group processes. 
  • Develop and maintain working knowledge of administrative and mainframe systems needed to process worksite requests.
  • Assist team members (CS2, CS4) on a daily basis to complete worksite requests in order to meet departmental and regulatory standards.
  • Evaluate and communicate technical content in a clear manner to policyholders, group remitters, agents and team mates. 
  • May suggest improvements and solutions to existing worksite related processes to improve the efficiency of the work.  
  • Work on special assignments as assigned by Manager to include worksite issue recovery efforts, system enhancements.


  • • High School/GED required

    • Bachelor's degree preferred

    • 5-7 years experience

    • Strong oral and written communication skills

    • Strong customer service skills




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