Senior Client Service Representative

Location Designation: Hybrid - 3 days per week 

Senior Client Service Representative

Role Location:

1) Dallas, TX

2) Bethlehem, PA

3) Pittsburgh, PA

4) Remote

Responsibilities
Respond to emails and inquiries from clients and brokers, gather key information, assess complexity, and determine whether to resolve or route. Exercise advanced judgment to handle escalated or sensitive situations effectively.
• Demonstrate a strong understanding of all Group Benefit Solutions products and services, with particular expertise in STD and LTD, while also maintaining solid knowledge of claims, Life, and AD&D processes to provide accurate guidance and coordinate with specialized teams when appropriate.
• Communicate clearly and professionally, set expectations on timing, and conduct timely follow-ups to keep clients and brokers informed. Proactively identify potential issues and take ownership of resolution.
• Handle a broad range of service requests, including Evidence of Insurability (EOI), billing inquiries, claims status, eligibility updates, and policy interpretation, ensuring accurate and timely responses.
• Analyze client needs and trends to identify root causes of service issues and recommend process improvements or systemic solutions.
• Collaborate closely with internal partners including Claims, Billing, Underwriting, and Distribution to ensure seamless service and issue resolution across functions.
• Serve as an escalation point for complex client matters and provide guidance, training, and mentorship to Client Service Representatives and internal partners on products, services, and processes related to client servicing.
• Prepare and deliver web and telephonic presentations with clients and brokers to educate, train, and inform on benefits, services, and self-administration tools.
• Identify and recommend process improvements that enhance client experience, accuracy, and operational efficiency.
• Build and maintain productive partnerships across the organization, ensuring consistent alignment on service standards and client commitments.
• Maintain expert knowledge of group products, services, systems, and procedures to serve as a reliable resource within the service center.
• Participate in feedback sessions, training, and cross-functional meetings to contribute insights and enhance overall service effectiveness.
• Serve as a subject matter expert (SME) for projects, system enhancements, or initiatives impacting client servicing.
Qualifications
Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• Minimum of four (4) years of experience in a client service, operations, or benefits administration role within insurance, financial services, or a related industry.
• Strong understanding of and hands-on experience with claims, Short-Term Disability (STD), and Long-Term Disability (LTD) processes, along with familiarity with group Life and AD&D products.
• Demonstrated ability to independently resolve complex service situations with professionalism, accuracy, and sound judgment.
• Exceptional communication, analytical, and organizational skills.
• Ability to manage multiple priorities in a high-volume, fast-paced environment while maintaining precision and follow-through.
• Strong collaboration skills and a commitment to knowledge sharing, team success, and continuous improvement.
Competencies
• Advanced problem-solving and critical thinking
• Client advocacy and service excellence
• Collaboration and cross-functional coordination
• Accountability and ownership
• Product and process expertise
• Professional maturity and adaptability

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Pay Transparency

Salary Range: $58,500-$83,500 

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.

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.

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Job Requisition ID: 93246