Policy Administration Representative


Date: May 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.


Working under the direction of the Policy Administration Manager, the Representative will work to achieve the goals of processing the following service transactions; Process complex title requests such as trust agreements, research and respond to miscellaneous correspondence requests such as dates of prior changes and point in time values, provide policyholders with financial histories, research and provide outside government entities with specific information related to a policy. 

The position is also responsible for;  changing mailing addresses, updating beneficiary designations, updating collateral assignment information, processing dividend option changes, sending paperwork to owners necessary to request service transactions,  processing requests for inforce policy illustrations, updating ownership change requests, updating taxpayer identification information on company records, processing basic title change requests such as owners designee, and correcting errors or providing manual updates for transactions that do not update automatically.

The Representative is expected to be work independently with moderate supervision from the manager and assistance from the more senior team members. They will work with other members of the Policy Administration Team to provide timely, efficient, and accurate service to policyholders, agents, and employees of related service teams. The Representative is able to process service requests within the listed processes.  They are a technical expert for all processes listed above. They may be expected to review procedures and make suggestions when appropriate.
They will make decisions to solve service related issues for policyholders, agents and the company.   They assist in handling high-profile service requests such as items requiring immediate processing. They may participate in project teams (for example recovery efforts to update company records or to develop new procedures). 



  • Processes moderately difficult service requests.
  • Works within established departmental procedures to resolve common service related issues such as not in good order situations.
  • Answer Agent and Policyholder calls related to service requests related to the Policy Administration Team processes.
  • Within regulatory guidelines, transact non-financial activity on policyholder accounts in a timely manner, with quality and efficiency levels as determined by department guidelines.
  • Acts as a technical expert in service requests listed above.
  • Develop and maintain working knowledge of administrative and mainframe systems needed to process service requests.
  • Assist team members on a daily basis to complete unfinished service requests in order to meet departmental and regulatory standards.
  • Communicates technical content in a clear manner to policyholders, agents and team mates. 
  • May suggest improvements to existing service related processes.




  • High School Diploma required. Associates, or Bachelor’s degree preferred, or equivalent years of related experience
  • Minimum 1 – 2 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


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 www.NewYorkLife.com.


Job Requisition ID: 86268



Nearest Major Market: Cleveland

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