Bilingual Customer Service Representative- Cantonese


Date: Nov 16, 2022

Location: Remote, NY, US

Company: New York Life Insurance Co

Location Designation: Remote 



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.



*This position will start in January 2023*


Location: Work-at-home

Language Qualifications: Must be fluent in Cantonese


The Bilingual Cantonese 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 Cantonese
  • 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 AM - 5:30 PM 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.







Salary range: $32,500-$47,500 

Overtime eligible: Nonexempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.



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. 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: 87874




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