Service Manager - Retail Annuities


Date: Dec 28, 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.



Service Manager – Retail Annuities 


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 Third -Party Service Organization is hiring Service Manager 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 Manager establishes high quality customer relationships using informational resources and technical knowledge.


Primary Responsibilities:

  • Ensure adequate staffing for high volume of external inbound customer and sales agent inquiries
  •  Transact routine financial and non financial activity on client accounts with both expediency and accuracy
  • Assist team members daily to complete work in order to meet departmental and regulatory standards
  • Effective decision making based on  comprehensive case analysis
  • Demonstrate valuable interpersonal skills
  • Ability to complete tasks within provided deadlines
  • Handle escalated issues as necessary
  • Set priorities for the team based on business needs
  • Provide routine feedback to direct reports to assist in achieving potential



  • Bachelor’s degree - Finance or Business discipline preferred or equivalent work experience  
  • 3 to 5 years of experience managing call center preferred
  •  Accountable, ethical, good decision making ability
  • Strong written and verbal communication skills required
  • Good computer skills and ability to multitask
  • FINRA Series 6 license required (employment contingent upon passing within 6 months of hire)
  • Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Lotus Notes with the ability to navigate multiple applications)
  • Industry recognized courses and designations (ie. like LOMA but not limited to).Certifications (ie. Call Center Associate Certification)and other relative activities highly preferred
    Training & Development:
    Service Manager will 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 – 6:00pm during the work week




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 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: 85023



Nearest Major Market: Cleveland

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