Customer Service Representative

The Nassau Companies of New York; City of Albany (NY); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Dependent Life Insurance

Job summary

Nassau Financial Group, based in Hartford, Connecticut, seeks a dedicated service professional to manage the life and annuity policy lifecycle, ensuring courteous, efficient, and accurate service for clients and advisors.

The role focuses on resolving inquiries, providing a first-class customer experience, and supporting wealth management strategy within regulatory guidelines. Extensive training and teamwork are emphasized.

Qualifications

• High school diploma/GED required (associate degree in a business-related field preferred).
• Minimum of 2 years of customer service/call center experience in any industry.
• Annuity or insurance experience a plus.

Responsibilities

• Servicing and/or processing financial and administrative transactions during the policy lifecycle (payments, disbursements, in-force illustrations, claims support).
• Adheres to company policies and procedures, especially regulations and controls.
• Serves as a single point of contact for clients and advisors.
• Receives and resolves complex customer service inquiries in a timely manner.
• Researches and proposes solutions balancing business and client needs.
• Supports department projects impacting customer experience.
• Supports corporate initiatives and distribution relationships affecting issuance and servicing of products.
• Works in a team environment; extensive training provided.
• Performs other duties as assigned.

Skills

Customer Service

Call Center Experience

Communication Skills

Annuity/Insurance

Team Player

Problem Solving

Analytical Skills

Education

High School Diploma

Associate Degree Preferred

Job description

Job Summary

Primary point of contact for servicing our life and or annuity business. Responsible for providing service for the entire policy life cycle. Responsible for continuous blocks of telephone coverage servicing clients and advisors. Responsible for resolving any inquiry presented by responding in a courteous, efficient and accurate manner. Charged with providing a first-class customer experience, which meets regulatory guidelines and supports the company's wealth management strategy.

Principal Duties and Responsibilities

• Responsible for servicing and/or processing financial and administrative transactions during the policy lifecycle including but not limited to payments, disbursements, in-force illustrations, and claims support.
• Knowledge of, and adherence to the companies' policies and procedures; especially those relating to regulations and controls.
• Serves as a single point of contact.
• Receives and resolves complex and/or sensitive customer service inquiries in an accurate and timely manner.
• Responsible for researching, developing, organizing, and prioritizing solutions and options to balance both business and client needs.
• Participates in and/or facilitates various department projects, which impact the customer experience.
• Understands and supports corporate initiatives and distribution relationships as they impact the issuance and servicing of products.
• Works in a team environment.
• Extensive training will be provided.
• Perform other duties as assigned.

Knowledge, Skills and Abilities

• High school diploma/GED required (associate degree in a business-related field preferred)
• Minimum of 2 years of customer service/call center experience in any industry
• Annuity or insurance experience a plus.
• Understands the advisor and policyholders’ expectations and requests; responds in a proficient and proactive manner based upon their needs; acts as a source of information.
• Ability to sign in and be ready to start work shift at designated time.
• Proactive in researching transactions that may not be evident to client thus preventing future inaccuracies.
• Excellent verbal, written and interpersonal skills to interact with internal and external clients.
• Adheres to standards by establishing priorities and working on tasks in the proper order.
• Effective problem-solving skills to research questions using appropriate reference material and peers.
• Effective analytical skills.

Benefits and Compensation

• Nassau offers medical, dental, vision, and dependent life insurance benefits to employees' spouses and dependent children.
• Benefit coverage begins on the date of hire (retroactively).
• In addition, we maintain a holistic compensation philosophy focused on competitive base salaries, performance driven incentives, and unique professional development opportunities.
• The combination of compensation, benefits, and an entrepreneurial culture along with related experiences is key to recruiting and retaining talent.
• Our compensation system is designed to reward performance, support development and job growth, and compensate individuals relative to their contribution to our organization.
• The base pay for this role is: $23-25/hr. based on experience.

Company

Based in Hartford, Connecticut, Nassau Financial Group is a growth focused and digitally enabled financial services company with a fully integrated platform across insurance and asset management.

Nassau was founded in 2015 and has grown to $1.6 billion in total adjusted capital, $24.8 billion in assets under management, and 350,000+ policies and contracts as of June 30, 2026.

As part of a young and growing financial services enterprise, our employees are tapping into a new entrepreneurial spirit while they build on a long track record of putting customers first, understanding the evolving income and protection needs, and developing quality products to meet those needs.

Nassau provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Our people are our most valuable assets.

We create opportunities for rewarding careers and continuous learning.

Core to our founding principles, we embrace an entrepreneurial mindset and encourage diverse thinking.

Join our organization and experience a culture that fosters innovation, extreme ownership, and collaboration to drive results.