Document & Payment Review Representative


Date: Jun 21, 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.


Are you a personable, customer-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.


New York Life's Service Organization strives to provide best in class service by making every service experience a positive one. It is the hallmark of what we do and how we keep good going. We are looking for customer focused accountable, efficient and engaged professionals who are dedicated to and guided by a commitment to service excellence.


The Document & Payment Review Representative is responsible for processing financial transactions for our customers and agents as they go through the process of onboarding a new policy. They will be working through a que, as well as corresponding with our field representatives and customers by phone or email to provide status updates and solutions as needed. 


* Hybrid Position located in Cleveland,Ohio or Dallas, Texas *


Primary Responsibilities:

  • Execute and process routine administrative transactions – including the transition of faxed and mailed correspondence into the administrative system, processing initial funds requests, and conduct routine follow up calls and emails. 

  • Checking documents for completeness and accuracy, analyzing and correcting errors and omissions, processing and attaching additional material, assembling and routing material that requires exercising judgment based on thorough knowledge of related procedures and precedents

  • Request documents from agents or the mailroom when necessary

  • Communicate with agents and general office staff regarding accepted and rejected submissions.

  • Process initial premium payments and ensure cases are issued.  Process related accounting transactions to clear issues such as overpayments, no good checks, and critical items.

  • Establish high quality customer relationships, using informational resources and own technical knowledge to respond to customer inquiries.

  • Help orient new team members and play a contributory role in team projects

  • Field inquiry calls from agents and respond to any inquiry that requires further research within a timely manner.

  • Develop working knowledge of all NYL life and annuity products, in addition to the Funds Policy Onboarding processes and procedures.

  • Cross train on job functions within Onboarding such as application entry, requirement review, and manual issues.

  • Provide backup phone support for the Product Onboarding Call Center.




• Bachelor degree or equivalent work experience.
• Working knowledge of insurance/investment industry
• Experienced with accomplishing multiple tasks and high volumes of work under strict time deadlines.
• Working knowledge of NYL products
• Experience with NYL mainframe and PC based systems.
• Proficient data entry skills.
• Good oral and written communication skills.
• Good customer service and listening skills.
• Detail-oriented, organized.


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: 86744



Nearest Major Market: Cleveland

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