Retail Annuities Customer Service Representative


Date: Oct 16, 2021

Location: Cleveland, OH, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.



Are you a personable, customer-service 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 is hiring Service Analyst for its New York Service Center. The 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.

Service Analyst establishes high quality customer relationships using informational resources and technical knowledge.


Primary Responsibilities:

  • This position will entail working financial and non-financial work items, which includes but is not limited to the following:  Financial Transactions- Additional Premiums, Annuitization Quotes, Cost Basis, EFT Set Up, Free Looks, Partial Withdrawals,  PPWs, RMDs, Surrenders, W8/W9s,  Non-Financial Transactions- Address Changes, Beneficiary Changes, E Sig Confirms, Name Change/Corrections, Ownership Changes, POA/Trusts, Return Mail and Telephone Authorizations.
  • Within regulatory guidelines, process routine and complex financial and non-financial activity on client’s accounts with both expediency and accuracy. This includes analyzing and processing a wide range of service requests for contract holders.
  • Advise brokers, bank representatives, beneficiaries and their representatives on contract provisions and related laws, regulatory requirements, and company procedures.
  • Respond to general written and oral inquiries concerning any financial or non-financial based on administrative procedures, being able to review and analyze the issue and present a solution.  
  • We are looking for someone who is a self-starter.  Someone who will ask questions and will be able to perform their functions without hesitation. 
  • We are looking for someone who, after training, will be able to provide backup support to the Call Center when needed. 



  • Associates, or bachelor’s degree preferred, or equivalent years of related experience
  • High school diploma, or GED from an accredited school required
  • Minimum 1 year of customer service and/or call center experience required
  • Series 6 licensed preferred (must be secured within 6 months of hire date)
  • Accountable, ethical, good decision-making ability
  • Strong written and verbal communication skills required
  • Good computer skills and ability to multitask


Training & Development:

  • Service Analyst undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.


Shift Information:
This is a full-time position Monday through Friday. Candidates should be flexible to work any 7.5-hour shift between 8:30am – 6:15pm during the work week.




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 our Foundation. 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: 83609



Nearest Major Market: Cleveland

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