Senior Representative, Variable Annuities Call Center

Location Designation: Hybrid - 3 days per quarter 

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.

Business Unit Overview:

Join Service Experience, the engine powering exceptional experiences for New York Life's clients, agents and beneficiaries. You'll play a vital role in creating seamless customer experiences that build confidence, trust and loyalty. Whether you’re directly supporting clients throughout their life insurance needs or implementing innovative digital solutions, your work impacts the quality of every interaction. 

Role Overview:
Advanced Service is looking for a high-energy, self-motivated individual to join our Annuities Solutions team! Our Variable Annuity Team is responsible for providing personalized, high-quality service experiences to our fixed and variable annuity policy owners, and for ensuring the unassailability of our operations in a fast-paced, highly regulated environment. The Annuity Solutions Customer Service team is looking for keen problem solvers who are comfortable taking initiative and thinking on their feet. Our Service professional will be a central point of contact for agent and customer phone calls and will honor written and phone requests. Working collaboratively, you will be entrusted with ensuring timely and accurate completion of all service requests within compliance and quality benchmarks, while also identifying and advancing opportunities to improve our team’s overall efficiency and quality of service. Our comprehensive training program will provide you with everything you need to assist our clients while providing exceptional customer service.
 

What You'll Do:

• Create personalized experiences through the phone for policy owners and agents by demonstrating active listening, processing requests, and problem resolution.
• Specifically handling Variable Annuity related calls, questions, inquiries, etc.
• Resolve our agent and client questions and requests via inbound telephone calls. Assess information gathered at the point of call to make appropriate decisions using a good working knowledge of our administration systems, products, and services within regulatory guidelines
• Serve as subject matter expert on projects and assignments requiring research, compilation, and analysis of data
• Compose accurate agent and client correspondence on request, as well as articulate basic information in the functional area
• Ability to multitask and leverage organizational skills
• Assist team members daily to complete work to meet departmental goals and regulatory standards
• Effective decision making based on comprehensive case analysis
• Assist with de-escalation of disputing situations to reach mutual resolutions for our clients and the company
• Continue to strengthen knowledge and skills to master complex transactions over time
• Deliver on our brand purpose to enhance customer service experience during every interaction
• Within regulatory guidelines, review and process in-force business transactions using various administrative systems on client accounts with speed and accuracy

What You'll Bring:

• High School Diploma or GED required; Associates, or Bachelor’s degree preferred
• 2+ years of experience in a customer service environment strongly preferred
• FINRA Series 6 or 7 required
• Demonstrated success in creating positive experiences for customers
• Excellent verbal, written, and listening skills
• Strong interpersonal skills 
• Strong technical and analytical skills, including experience running, manipulating, and interpreting reporting data
• Proficient PC skills, including Word, Excel, and PowerPoint, navigating websites
   

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Pay Transparency

Salary Range:  $50,000-$65,000 

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 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 Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

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: 91692