Retention Representative


Date: Sep 23, 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.



Location: This is a work-at-home/remote position within a commutable distance (approximately 50 miles) of the Cleveland, Ohio or Tampa, Florida Service Center locations.


Service Professionals are responsible for handling customer calls for life insurance policies with a goal to drive retention and increase client loyalty.  Incoming at-risk customers will be identified via expressed intent during service interaction, or pre-identified based on risk criteria. These calls will be routed to Retention service associates.  Outgoing at risk customers will be contacted by Retention service associates to discuss policy conditions and if necessary, process payments.  Based on the customer's needs, the Service Associates require a high level of expertise in life insurance products and the ability to offer alternative solutions that will quickly diagnose root causes of cancelations and offer solutions and options efficiently, confidently and during the point of call.


Primary Responsibilities:

  • Handle calls primarily to impacted customers to discuss policy solutions performing appropriate verification. 
  • Handle incoming calls as necessary also to discuss policy solutions performing appropriate verification.
  • Handle outbound calls to customers to discuss policy conditions and process payments
  • Maintain up to date knowledge of insurance related issues and knowledge of processes and procedures.
  • Process basic and complex transactions initiated at point of call by customer, with quality and a sense of urgency, performing high level verification if necessary. 
  • Participates on conference calls with clients and or other parties to discuss policy solutions. Provides guidance to customers regarding website and IVR inquiries. 
  • Track and report on retention results using Service Central database and work with alternate legacy systems as necessary.


Desired Qualifications:

  • High School Diploma or GED required
  • Prior sales or sales support experience, or an education background strongly preferred
  • Experience with life insurance products and processes preferred
  • Strong oral and written communication skills required
  • Ability to review a specific set of circumstances for a customer and make suitable recommendations
  • Must demonstrate strong problem-solving skills and the ability to creatively think of out of the box solutions for customers to better suit the customer's needs.



  • Technical Expertise: Toggling multiple systems, screens and databases, Service Associate will be expected to understand recent point of call inquiries and transactions that may impact recommendations being made and document the details of the point of call interactions


Training & Development:

  • Service Associates are expected to operate with a strong level of independency and process service transactions with the intention of retaining the customer.  To master these skills, he or she will receive on-site training to include New York Life systems and application.


Shift Information:

  • Must be willing to work flexible hours between 8am and 7pm with potential for voluntary overtime during the week and on weekends.




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: 86500



Nearest Major Market: Cleveland

Job Segment: Customer Service Representative, Social Media, Database, Sales Support, Customer Service, Marketing, Technology, Sales