Senior Representative

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

Job summary

New York Life is seeking a high-energy, customer-focused individual to join the Variable Annuity Call Center in a hybrid role. You will serve as a key contact for agents and policy owners, handling inbound inquiries and processing requests in a fast-paced, regulated environment.

The role emphasizes proactive problem solving, accuracy, and adherence to compliance, with comprehensive training to equip you for success and ongoing opportunities to improve service delivery.

Qualifications

• Minimum high school diploma or GED is required.
• Licensing: FINRA Series 6 or 7 preferred/required pre-hire fingerprinting.
• Strong verbal, written, and listening skills are essential.
• Strong interpersonal skills and ability to work with teams and clients.

Responsibilities

• Deliver high-quality service to policy owners and agents via inbound calls, handling variable annuity inquiries and requests.
• Assess customer needs and make informed decisions based on products, systems, and regulatory guidelines.
• Review and process in-force transactions with speed, accuracy and compliance.
• Draft clear and accurate correspondence for agents and clients.
• De-escalate complex or sensitive situations to achieve beneficial resolutions.
• Collaborate with team to meet departmental goals and maintain service standards.
• Contribute to research, analysis, and problem-solving on projects.
• Continuously build knowledge to handle more complex transactions and improve service delivery.

Skills

Verbal communication

Written communication

Interpersonal skills

MS Office

Education

High School Diploma or GED

Associates/Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Location Designation

Hybrid - 3 days per quarter

Must be within 50 miles of Dallas, TX, Tampa, FL, or Cleveland, Ohio.

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

In-Force Service is looking for a high-energy, self-motivated individual to join our Variable Annuity Call Center team! This role serves as a key point of contact for agents and policy owners, delivering high-quality service in a fast-paced, highly regulated environment. The ideal candidate is a proactive problem solver who can think critically, take initiative, and ensure timely, accurate handling of service requests in line with compliance and quality standards. This individual will also contribute to continuous improvement efforts that enhance team efficiency and the overall customer experience. Our comprehensive training program will provide you with everything you need to assist our clients while providing exceptional customer service.

What You'll Do

• Deliver personalized service to policy owners and agents through inbound calls, including handling Variable Annuity inquiries, resolving issues, and processing requests


• 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

What You'll Bring

Required

• High School Diploma or GED


• FINRA Series 6 or 7


• Excellent verbal, written, and listening skills


• Strong interpersonal skills


• Proficient PC skills, including Word, Excel, and PowerPoint, navigating websites

Preferred

• Associates, or Bachelor’s degree


• 2+ years of experience in a customer service environment strongly preferred


• Demonstrated success in creating positive experiences for customers


• Strong technical and analytical skills, including experience running, manipulating, and interpreting reporting data

Job Level

LEVELCS3

Pay Transparency

Salary Range: $46,500-$66,500

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.

Please note: This role requires FINRA licensed and/or 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 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.