Customer Service Manager - Contract Changes


Date: Jan 8, 2019

Location: Dallas, TX, 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


The Contract Changes and Reinstatements Manager is responsible for overseeing day to day processing of transactions such as: removing or reducing life insurance death benefit coverage from policies, increasing or adding coverage for all traditional life products, insurance exchanges, reinstating traditional life insurance coverage, preparing and mailing copies of policy contracts. 


The Manager is expected to oversee the performance of Service Representatives and is responsible for staffing and work schedules to ensure that department standards and company guidelines are met.  Also, responsible for providing feedback to employees regarding their individual performance and development needs.


The Manager is expected to review procedures and implement changes when required.  They will assist in drafting updates to procedures when new products are introduced or system changes are required. 


The Manager must resolve issues, such as complaints from policyholders and agents related to all service requests.  They use their knowledge of how related service areas work together to positively impact the achievement of department and company objectives. They handle high-profile requests and lead project teams associated with the work functions of the team (for example recovery efforts to update company records or to develop new procedures applicable to the work functions that they oversee.)


Key Responsibilities:

  • Oversee the management, coaching, and development of a team of Customer Service Associates
  • Set priorities for the team and ensure task completion, with accountability for the performance and results of the team
  • Understand how team works with other closely related areas to improve team efficiency and coordinate work activities with other managers
  • Apply understanding of the company and how the team contributes to the achievement of objectives
  • Use judgment to identify and resolve day-to-day problems; identifies and resolves moderately complex problems
  • Consistently demonstrate a strong leadership presence by creating a positive work environment and engaging & empowering team members
  • Exchange and explain information with others within team, internal and external colleagues and/or clients
  • Technical Expertise: The Manager will be expected to have a working knowledge of company procedures and guidelines pertaining to the service requests processed within the Contract Changes/Reinstatements and be able to provide assistance or obtain expert assistance when the service request involves multiple areas.
  • Leadership: The Manager will be expected to provide daily administrative oversight of the team to include review and prioritization of work on hand to achieve departmental turnaround and accuracy goals.  The manager will assist the employee in recognizing, creating and implementing development plans at the individual employee level.
  • Problem Solving: The Manager will be expected to be responsible for research and applying judgment using the data available to resolve issues such as policyholder and agent inquiries related to service delivery.  In addition, when necessary, the Manager will be expected to reach out to external experts such as the Legal Department or the Product team to discuss unusual service situations, such as exception requests to the contractual provisions of a policy contract.
  • Decision Making / Nature of Impact: The Manager will be expected to make informed decisions shaped by experience, knowledge, policies and procedures to resolve service issues that arise on their own team and other teams.  They will be expected to find ways to improve service processes, increase productivity, improve quality, and enhance the customer service experience through the review of quality assurance reports, call monitoring sessions and audit reports.
  • Communication Requirements: The Manager is expected to possess a strong command of written and oral communication skills.  They will communicate with agents, policyholders, and team members.


Desired Skills & Experience:

  • Bachelor's Degree or a minimum of 5 years of experience in a Customer Service operations environment.
  • Managerial or leadership experience.
  • Experience processing Contract Changes/Reinstatements preferred.
  • Knowledge of Life Insurance (Term, Whole Life, Universal Life) products preferred.
  • Strong technical and analytical skills required (Proficient PC skills including Word and Excel, with the ability to navigate multiple applications)
  • Strong organizational skills with the ability to multitask
  • Excellent oral and written communication skills.








Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.




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Nearest Major Market: Dallas
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