Licensed Customer Service Representative - Annuities


Date: Feb 4, 2021

Location: Cleveland, OH, 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 FoundationIt 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


Advanced Service is looking for a high-energy self-motivated individual to join our Annuities Solutions team.


Our Annuity Team is responsible for providing personalized, high quality service experiences to our fixed and variable annuity policy owners, and for ensuring the unassailability of our operations in a fast-paced, highly regulated environment. The Annuity Solutions Customer Service Call Center is looking for keen problem solvers who are comfortable taking initiative and thinking on their feet.  Our Service professional will be a central point of contact for agent and customer phone calls and honoring written and phone requests. Working collaboratively, you will be entrusted with ensuring timely and accurate completion of all service requests within compliance and quality benchmarks, while also identifying and advancing opportunities to improve our team’s overall efficiency and quality of service. Our comprehensive training program will provide you with everything you need to assist our clients while providing superior customer service.


Primary Responsibilities:

  • Create personalized experiences through the phone for policy owners and agents by demonstrating active listening, processing requests and problem resolution.
  • Resolve our agent and client questions and requests via in-bound telephone calls.  Assess information gathered at point of call to make appropriate decisions using a good working knowledge of our administration systems, products and services within regulatory guidelines
  • Serve as subject matter expert on projects and assignments requiring research, compilation and analysis of data
  • Compose accurate agent and client correspondence on request as well as articulate basic information in the functional area
  • Within regulatory guidelines, review and process in-force business transactions using various administrative systems such as Mainframe, Cyberlife and rPay on client accounts with speed and accuracy
  • Ability to multi task and leverage organizational skills
  • Assist team members daily to complete work to meet departmental goals and regulatory standards
  • Effective decision making based on comprehensive case analysis
  • Assist with de-escalation of challenging situations to reach mutual agreeable resolutions for our clients and the company
  • Continue to strengthen knowledge and skills to master complex transactions over time
  • Deliver on our brand purpose to enhance customer service experience during every interaction


Desired Skills & Experience:

  • High School Diploma required; Associates, or Bachelor’s degree preferred
  • 2+ years of experience in a customer service environment strongly preferred
  • FINRA Series 6 or 7 required
  • Demonstrated success in creating positive experiences for customers
  • Excellent verbal, written and listening skills
  • Strong interpersonal skills and high Emotional IQ
  • Strong technical and analytical skills, including experience running, manipulating, and interpreting reporting data
  • Proficient PC skills including Word, Excel, and PowerPoint, navigating websites and data entry




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




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Job Requisition ID: 83230 

Nearest Major Market: Cleveland

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