Korean Customer Service Representative


Date: Jul 3, 2022

Location: Remote, NY, 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.



Location: This is a work-at-home/remote position within a commutable distance (approximately 50 miles) of the designated office location: Cleveland, Ohio or Dallas, Texas Service Centers


The Bilingual Customer Service Representative is responsible for delivering a positive application experience for prospective policyholders of New York Life. The Call Center Representative places outbound calls to and services inbound calls from policy applicants to collect and compile key data points that support the policy underwriting process.


Primary Responsibilities:

  • Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process.
  • Use various systems to: access the applicants' phone number to dial calls; manage and update the call disposition; and conduct the interview.
  • Assist underwriters during the underwriting process by conducting follow up calls with applicants for additional information.
  • Access databases and website (e.g., medical dictionaries, underwriting references, medication and/or physician look ups) at point of call.
  • Trigger alerts to the Agent, General Office staff and/or Underwriter when necessary.
  • Handle status inquiries from applicants, Agents, General Office personnel and underwriters.
  • Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts.
  • Research special cases and disposition them appropriately.
  • Operate with a continuous improvement mindset, providing feedback and suggestions to improve the telephone interview application process to immediate manager.



  • 1+ years experience in a customer service environment (highly preferred).
  • High School Diploma  or GED required
  • Must be able to fluently read, write, and speak in English and Korean
  • Excellent written, verbal and interpersonal skills required.
  • Background in medical terminology and/or life insurance underwriting (preferred but not required)
  • Demonstrated passion for continuous improvement and service excellence
  • Strong computer skills highly preferred


Training & Development:

  • Customer Service Representative will undergo a comprehensive on the job training environment 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.
  • Training Schedule: For the first 6 weeks, you will be required to attend training from 8:00 AM - 4:30 PM CST (9:00 - 5:30 EST)


Available Shift Information:

  • Monday – Thursday 2:30 PM -11:00 PM (EST/CST) and 11:30am – 8:00PM ET on Friday
  • Monday – Thursday 1:30 PM -10:00 PM (EST/CST) and 11:30am – 8:00PM ET on Friday
  • Monday – Thursday 12:30 PM - 9:00 PM (EST Only) and 11:30am – 8:00PM ET on Friday
  • Department Hours of Operation: Monday - Thursday 8:00 AM until 12:00 AM EST, Friday 8:00 AM until 8:00 PM EST, and Saturday 9:45 AM until 5:45 PM EST.


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 www.NewYorkLife.com.





Job Requisition ID: 85672



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