Date: Sep 9, 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.


Our Advanced Service Organization is seeking a dynamic and forward-thinking leader, focused on developing accountable, efficient and engaged professionals who are dedicated to and guided by a commitment to service excellence, to join our team as an Annuity and VUL Solutions Manager! If you enjoy leading by example, motivating and developing others, and coaching customer service professionals on providing outstanding service, this opportunity is for you!


Our Annuity and VUL Solutions Team is responsible for providing personalized, high quality service experiences to our fixed and variable annuity and variable life policy owners, and for ensuring the unassailability of our operations in a fast-paced, highly regulated environment.


 Primary Responsibilities:

  • Take responsibility and ownership of the team’s individual and collective performance, continuously driving towards improvement
  • Lead, coach, and empower a team of Customer Service Representatives to provide low effort, high quality service
  • Engage and empower employees to question the status quo, seek mutually beneficial solutions, and raise ideas on how we can improve service
  • Step in as needed to help resolve escalated customer situations with full ownership
  • Understand NYL policies and procedures in order to apply them consistently and teach others
  • Collaborate with other leaders on ways to provide better service, save money, improve efficiencies and increase team morale
  • As business needs require, remain flexible and dependable with regards to schedule and teamwork
  • Hold team members accountable to our goals and expectations, including delivering disciplinary action
  • Provide daily consultations with our service professionals to ensure they are well supported and equipped to meet the needs of our customers and fostering a culture of high engagement
  • Support our service professionals’ career growth through frequent coaching and mentoring
  • Provide inspirational leadership to our team by being accessible, reinforcing our employees’ strengths, and serving as a role model for the behaviors we expect from our service professionals
  • Provide expertise on projects and initiatives, participating in core teams associated with the implementation of new projects and assume additional responsibilities as necessary or as assigned by our Officers to support our long-term goals


Desired Skills & Experience:

  • Bachelor’s degree in Finance or Business discipline preferred
  • 3 to 5 years of experience in a customer service environment
  • FINRA Series 6 or 7 required; willing to obtain FINRA Series 26 or 24 within 1 year
  • Consistently demonstrate success in creating raving experiences for our customers, and in providing inspirational leadership in a team environment
  • Excellent verbal, written, follow up, ownership, and listening skills
  • Strong organizational skills and the ability to multi-task
  • Strong interpersonal skills and high Emotional IQ
  • Ability to de-escalate challenging situations and reach mutual agreeable resolutions for the customer and the company
  • 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.


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: 87085



Nearest Major Market: Cleveland

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