Annuity Claims Senior Representative


Date: Nov 11, 2021

Location: Dallas, TX, 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.



The Claims Processing team directly supports our beneficiaries and agents for the adjudication of life insurance and annuity proceeds.  This role is to assist with the handling of our Fixed Annuities.  In this role the Annuity Claims Senior Representative will assist with securing and reviewing the requirements necessary to make timely and accurate benefit payment and contract continuations, as well as provide exceptional customer service for our beneficiaries and agents.  As part of this team, the senior representative is responsible for benefit payments and contract continuations associated with annuity contracts sold by New York Life agents. The senior representative will be critical in multiple aspects of benefits adjudication, and at times, act as a resource for colleagues.  At times, the senior representative will provide support to our claims call center to assist with complex annuity claim questions.  They will use best practices and knowledge of benefit processing to support our strategic vision and objectives, to deliver a seamless, low effort, compassionate experience to our clients. 


The Claims representative will receive 6-8 weeks of instructor led training using a video platform and upon completion will have the support of their manager and colleagues.  While the Claims Representative typically works independently to review and make claims decisions, you will have constant support from your colleagues and manager should you need it.  Our claims team has a great synergy with over 120 Service Professionals spread out across New York, Dallas and Cleveland.   Throughout the year, the claims team has several fun optional activities planned to provide opportunities to get to know your team. Currently our Claims Team is working from home due to COVID-19 and we utilize online platforms to stay connected with each other throughout the day.   Although this position currently requires you to work from home, this position will be based in the office as we plan to return to our offices once conditions permit as the safety of our employees is our highest priority.


This position offers the opportunity for growth and promotion and among the many valuable benefits for corporate employees offers a Student Loan Repayment Program. 



Primary Responsibilities:

•      Review and approve Fixed annuity claims decisions for beneficiaries

•      Work closely with Claims Service Professionals and management in supporting the team for the handling of requirements

•      Correspond in writing and initiate outbound phone calls with beneficiaries and agents regarding the initial requirements to proceed with their policy benefits as well as provide available tax deferred settlement options and regularly follow up for any outstanding requirements

•      Assist our claims call center with complex annuity claim questions such as tax deferred settlement options

•      Provide insight to management for opportunities to personalize each claims experience

•      Ensure strong, timely and consistent decisioning is occurring across all service areas to support our motive to be One Service

•      Serve as a champion of our strategy and execute strategic business initiatives, identify potential roadblocks and provide solutions while making sound decisions guided by Claims Service procedures

•      Use empathy while practicing a growth mindset to develop solutions to unique and complex situations


•      Bachelor's degree preferred, or equivalent years of related experience

•      High school diploma, or GED from an accredited school required

•      Proven ability to work in a fast-paced environment with attention to detail

•      Strong accountability and ability to provide exceptional customer service experience

•      Excellent verbal, written and listening skills

•      Strong PC skills to include, Word, Excel, and Outlook, with the ability to navigate multiple applications during call handling

  • Shift - 9:30am - 6:00pm, local time zone, Monday – Friday


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: 85108



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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