Recurring Payments Customer Service Representative


Date: Dec 6, 2018

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 Foundation. It 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


Recurring Payments Customer Service Representative


Working under the direction of the Recurring Setup Manager, the Representative will work to achieve the goals of processing the following service transactions, but are not limited to; processing dividend option changes, process recurring set up using bank information provided, processing recurring set up payments with funds, process recurring set up OPP calculations, process record corrections to recurring set up draft dates, and answering recurring setup calls.


The Representative is expected to work with supervision from the manager and assistance from the more senior team members (CS3, CS4). They will work with other members of the Recurring Setup Team to provide timely, efficient, and accurate service to policyholders, agents, and employees of related service teams. The Representative can handle service requests within the listed processes above.  They will be expected to follow procedures as outlined in the departmental Business Process Documentation Database.


Primary Responsibilities:

  • Reviewing and processing incoming service requests from our clients and agents.
  • Works with more senior team members (CS3, CS4) to resolve common service related issues such as improving processing turnaround times and obtaining all the proper requirements to document and process a policy change request within the items noted above in the Position Description.
  • Within regulatory guidelines, transact non-financial activity on policyholder accounts in a timely manner, with quality and efficiency levels as determined by department guidelines.
  • Develop working knowledge of administrative and mainframe systems needed to process service requests.
  • Assist team members (CS3, CS4) daily to complete service requests in order to meet departmental and regulatory standards.
  • Communicates technical content related to requirements necessary to complete a change request in a clear manner to policyholders, agents, and teammates.
  • The Representative will be expected to review incoming service requests to determine if in good order for processing.  Representative will need to understand the reasons why request(s) may not be in good order and follow up for the appropriate information, i.e, signature or paperwork requirements are needed to complete a service request and how other areas would be impacted if requirements are missing or procedures are not followed.  
  • Answering incoming skillset phone calls from our internal customers as well as from clients and agents.




  • Associates, or Bachelor’s degree preferred, or equivalent years of related experience
  • High school diploma, or GED (required)
  • A minimum of 1 year of related experience (required)
  • Must have strong computer skills with the ability to multitask, using multiple systems when reviewing and processing requests
  • Problem Solving: Learns from previous experience or observations to be more proactive and efficient moving forward
  • Communication Skills: Must possess strong verbal and written communication skills when dealing with internal and external clients
  • Attention to detail is required when reviewing incoming requests and phone calls to achieve high quality reviews and great customer experiences
  • Positive attitude and internally driven to succeed and become a top performing member of the team






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Nearest Major Market: Cleveland

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