Customer Service Representative - Contract Change


Date: Nov 24, 2021

Location: Cleveland, OH, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.



This position could be based in the following alternate locations: Dallas, TX (Texas) 


Are you a personable, 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.


Working under the direction of the Contract Change Manager, the Representative will work to achieve the goals of processing the following service transactions; Remove and reduce life insurance death benefit coverage from policies, increase and add coverage for WL and Term policies, process basic date of birth and policy date corrections, process corrections to WL and Term policies, prepare and mail copies of policy contracts, add children to coverage for family policies, increase and add coverage for traditional WL and term policies.


The Representative is expected to work independently with moderate supervision from the manager and assistance from the more senior team members. They will work with other members of the Contract Change Team to provide timely, efficient, and accurate service to policyholders, agents and employees of related service teams.  The Representative is able to handle moderately difficult service requests within the listed processes.  They are a tecnical expert for all processes listed above.  They may be expected to review procedures and make suggestions when appropriate.


They will be empowered to make decisions to solve service related issues for policyholders, agents and the company.  They use their knowledge of how related service areas (for example, tax and claims and ownership teams) work together to positively impact the achievement of department and company objectives.  They assist more senior team members in handling high-profile service requests.  They may participate in project teams such as recovery efforts to update company records or to develop new procedures.


Primary Responsibilities:

  • Handle moderate to high volume of external inbound customer and sales agent inquiries.
  • Transact routine financial and non financial activity on client accounts with both expediency and accuracy.
  • Ability to handle most customer interactions independently.
  • Ability to explain basic information in functional area.
  • Assist team members daily to complete work in order to meet departmental and regulatory standards.



  • Associates or Bachelor's degree preferred, or equivalent years of related experience
  • Minimum 3+ years of customer service and/or call center experience required
  • Accountable, ethical, good decision making ability
  • Strong written and verbal communication skills required
  • Good computer skills and ability to multitask


Training & Development:

Customer Service Representative undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions and transaction processing.  Coaching and feedback is provided to help you gain the necessary skills to be successful.


Shift Information:

This is a full-time position Monday through Friday.  Candidates should be flexible to work any 7.5 hour shift between 8 am - 6 pm during the work week.



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 management, 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 our Foundation. 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: 83879



Nearest Major Market: Cleveland

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