In-Force Service Specialist (Hybrid/Remote)

New-York-Life; New York (NY); Hybrid; USD 47,000 - 67,000; Full time

Job summary

New York Life is seeking an adaptable In-Force Service representative to join the Variable Annuity Call Center team. You will deliver high-quality service to agents and policy owners in a fast-paced, regulated environment, handling inquiries, processing requests, and ensuring accuracy and compliance.

The role requires strong communication, FINRA licensing, and proficiency with Word, Excel and PowerPoint. A high school diploma is required, with preferred higher education and 2+ years in customer

Qualifications

• High School Diploma or GED required.
• FINRA Series 6 or 7 required.
• Excellent verbal, written, and listening skills.
• Strong interpersonal skills.
• Proficient PC skills (Word, Excel, PowerPoint).

Responsibilities

• Deliver personalized service to policy owners and agents through inbound calls.
• Assess customer needs and make informed decisions using knowledge of products, systems, and regulatory guidelines.
• Review and process in-force transactions with speed, accuracy, and adherence to compliance standards.
• Compose clear and accurate correspondence for agents and clients.
• De-escalate complex or sensitive situations to achieve effective, mutually beneficial resolutions.
• Collaborate with team members to meet departmental goals and maintain service standards.
• Serve as a subject matter expert on projects requiring research, analysis, and problem-solving.
• Continuously build knowledge and skills to handle increasingly complex transactions and improve service delivery.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Regulatory awareness

Education

High School Diploma or GED

Associates or Bachelor’s degree (preferred)

Tools

Word

Excel

PowerPoint

Job description

New York Life is seeking an adaptable In-Force Service representative to join the Variable Annuity Call Center team. You will deliver high-quality service to agents and policy owners in a fast-paced, regulated environment, handling inquiries, processing requests, and ensuring accuracy and compliance.

The role requires strong communication, FINRA licensing, and proficiency with Word, Excel and PowerPoint. A high school diploma is required, with preferred higher education and 2+ years in customer