Senior Variable Annuity Solutions Representative

Job Requisition ID: 89682

Location Designation: Cleveland, OH, Dallas, TX or NY, New York

Location: This position is remote/work-at-home within 50 miles of Dallas, Cleveland or New York as you will be required to come into office 2 times per quarter. 

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 honoring 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.

Primary Responsibilities:

• 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, inquires, etc.

• Resolve our agent and client questions and requests via in-bound telephone calls.  Assess information gathered at 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 multi task 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

Desired Skills & Experience:

• 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 and high Emotional IQ

• 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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Salary range: $42,500-$62,500 

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 www.NewYorkLife.com.

Job Requisition ID: 89682