Senior Disability Claims Representative


Date: Jan 14, 2021

Location: New York, NY, 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 FoundationIt 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


Alternate locations: Cleveland, OH (Ohio); Dallas, TX (Texas); New York, NY (New York)

For more than 170 years, New York Life has kept every promise made to our policyholders and their loved ones - whether to help pay for final expenses, send a child to college, or create an inheritance. We are now looking for strong customer service representatives to join our Claims & Benefits team.


Under the direction of the Manager, the Senior Disability Representative is responsible for supporting the delivery of a positive customer experience for our policyholders and agents of New York Life. The representative is responsible for evaluating documentation to determine eligibility for disability waiver of premium claims including approval or denial of benefits. The representative will initiate claims investigations, review medical records and reports and make recommendations for settlement of claims over their designated level.  The Senior Disability Representative will be responsible for professional and productive interactions with clients, Agency, the Office of General Counsel, Medical Underwriting, Senior Management, and third-party vendors through both verbal communication and written correspondence; as well as routine and effective collaboration within the Benefits Servicing team.



  • Develop knowledge and skills in a variety of work processes through formal training and considerable work experience.
  • Develop the skills to be responsible for analyzing disability claims, understanding rider language and determining appropriate claim requirements based on a claim’s facts.
  • Prepare well written communications to insureds/representatives, internal and external counsel, underwriting and senior management.
  • Must have excellent verbal and listening skills, be detailed oriented and have the desire and ability to provide customer service in a professional positive manner while maintaining an empathetic voice with the customer/agent.
  • Must be able to explain situations clearly with demonstrated ability to use negotiation and facilitation skills when dealing with highly sensitive customer situations, both verbally and written.
  • Takes ownership of complex cases and escalates to management as appropriate.
  • Works autonomously within established guidelines with a limited degree of supervision.
  • Uses existing procedures to solve routine and complex problems.
  • Receives instruction, guidance and direction from others.
  • Serves as a mentor and provides support to colleagues.



  • Associates or Bachelor's degree preferred (high school diploma/GED required)
  • 2+ years of customer service experience in a related field; medical or disability experience highly preferred
  • Strong PC skills to include, Word, Excel, and Outlook, with the ability to navigate multiple applications during call handling






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




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Job Requisition ID: 83031 

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