Claims Intake Representative


Date: Sep 13, 2022

Location: Cleveland, OH, US

Company: New York Life Insurance Co



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.


This is a work-at-home/remote position within a commutable distance (approximately 50 miles) of the Dallas Office or Cleveland Office location.


Claims Intake Representative:


Are you a personable, empathetic and compassionate customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader?  If so, New York Life Insurance Company may be the company for you.


For more than 170 years, New York Life has kept every promise made to our policyholders and their loved ones - whether to help pay for final expenses, send a child to college, or create an inheritance. We are now looking for strong customer service representatives to join our Life & Annuity Claims team.


As a Claims Intake Representative, you will interact daily with our beneficiaries and insureds as well as New York Life Agents on phone calls related to both death and disability waiver of premium claim. You will start the claim process over the phone and you will spend time on the phone, guiding our beneficiaries through the death claim process, including educating them on the necessary requirements and the settlement options available to them. You must be able to problem solve by providing information, processing transactions or directing requests to other functional business teams. You must possess and demonstrate an ability to fact find and gather information to make appropriate decisions to facilitate first call resolution. This position requires a strong ability to grasp new concepts quickly, actively listen and present the information with a strong level of confidence and professionalism.  In addition, as a Claims Intake Representative you must demonstrate empathy when working with clients who have recently lost a loved one. We are committed to your success, so you will be required to attend classroom and online trainings specific to the claims process to prepare you for your career with New York Life Insurance Company.


Primary Responsibilities:

  • Answer incoming calls while processing applicable transactions during call and creating work items in Automatic Work Flow (AWF) as necessary

  • Establish high quality customer relationships - using information resources, active listening, and technical knowledge to respond to external and internal inquiries

  • Ability to analyze information provided, gather facts and document necessary files appropriately

  • Ability to multitask, gather and input necessary information simultaneously

  • Develop and maintain working knowledge of systems needed to process service functions Develop expert knowledge of all products in assigned skill sets, software applications and processes

  • Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, technical knowledge and decision making

  • Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing



  • High School Diploma required, Associate's or Bachelor's Degree preferred, or equivalent years of related experience, 3.0 GPA Preferred

  • 1 to 3 years of call center/customer service experience required in a related field

  • Strong understanding of PC Skills, including Microsoft Teams, Automated Workflow Systems and ability to navigate multiple administrative systems while actively handling incoming calls. 

  • Ability to independently use resources to locate information when needed.


Training & Development:

Claims Intake Representatives undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions, bereavement, and transaction processing.  



Competitive full-time base salary, overtime eligibility plus target bonus



Paid vacation, Health care, 401K match, Pension plan, Tuition assistance, & Flexible spending accounts


Career Opportunities:

New York Life offers a variety of corporate opportunities within the Service Organization, including supervisory, quality control, training, underwriting and claims.



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


Job Requisition ID: 87404



Nearest Major Market: Cleveland

Job Segment: Call Center Representative, Customer Service Representative, Claims, Call Center, Social Media, Customer Service, Insurance, Marketing