Customer Service Representative

Location Designation: Fully Onsite 

Customer Service Representative – Contract Changes 

Are you a customer-focused professional who thrives in a complex, detail‑driven environment? Are you motivated by helping clients protect their financial future while delivering high‑quality service? New York Life Insurance Company is seeking an experienced Customer Service Representative (CS2) to support Contract Change operations.

Role Overview

Reporting to the Contract Change Manager, the CS2 Representative serves as a subject matter resource responsible for independently processing a wide range of moderate‑to‑complex contract change transactions. These include removing or reducing life insurance death benefit coverage; increasing and adding coverage for Whole Life and Term policies; correcting policy and date‑of‑birth information; preparing and issuing policy contract copies; adding children to family policies; and completing increases and additions for traditional Whole Life and Term products.

The CS2 Representative operates with limited supervision, applying strong technical knowledge, sound judgment, and a deep understanding of policy provisions, regulatory requirements, and downstream impacts. This role regularly handles service requests and escalations, partners cross‑functionally with related service areas, and contributes to continuous improvement efforts.

What You’ll Do

• Independently handle a moderate‑to‑high volume of inbound inquiries from New York Life agents involving complex contract change requests.
• Process financial and non‑financial transactions accurately, efficiently, and in compliance with established procedures and regulatory standards.
• Resolve difficult or escalated customer interactions within assigned processes, exercising sound judgment and decision‑making authority.
• Clearly explain both basic and complex contract change information to customers, agents, and internal partners.
• Serve as a technical resource for Contract Change processes, including Insurance Exchanges, OATCs, and SPPOs.
• Provide day‑to‑day assistance, coaching, and guidance to team members to ensure work quality and timeliness.
• Support the manager with onboarding, training, and updates to procedures or job aids.
• Identify process gaps or improvement opportunities and provide recommendations to management.
• Participate in special projects, recovery efforts, and cross‑functional initiatives as needed.

What You’ll Bring:

Required Skills

• 3–5 years of progressively responsible customer service and/or call center experience, preferably within financial services or insurance.
• Demonstrated expertise in Contract Changes processing, including complex transactions.
• Strong accountability, ethical judgment, and decision‑making skills.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
• Strong computer proficiency and the ability to manage multiple priorities in a fast‑paced environment.

Preferred Skills

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

Training & Development

Customer Service Representatives participate in comprehensive training covering insurance products, policy provisions, and transaction processing. Ongoing coaching, feedback, and development opportunities support continued skill growth and readiness for expanded responsibility.

Shift Information

This is a full‑time position, Monday through Friday. Candidates must be flexible to work any 7.5‑hour shift between 9:30 a.m. and 6:00 p.m. during the workweek.

Compensation & Benefits

• Competitive full‑time base salary with overtime eligibility and target bonus
• Comprehensive benefits package including paid vacation, health care, 401(k) matching, pension plan, tuition assistance, and flexible spending accounts

Salary

Competitive full-time base salary, overtime eligibility plus target bonus

Benefits

Paid Vacation, Heath Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts, Student Loan Repayment Program

Career Opportunities

New York Life offers career mobility across the Service Organization, including opportunities in management, quality, training, underwriting, and claims.

#LI-BA2

​

Pay Transparency

Salary Range: $42,000-$52,000 

Overtime eligible: Nonexempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

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

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

​Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 93313