Investment Solutions Representative - Call Center

  • Competitive
  • Cleveland, OH, États-Unis Cleveland OH US
  • CDI, Plein-temps
  • New York Life Insurance Company
  • 16 juil. 18 2018-07-16

Investment Solutions Representative - Call Center

New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.

New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody's Aaa; Standard & Poor's AA+ (Source: Individual independent rating agency commentary as of 8/1/17).

Financial strength, integrity and humanity-the values upon which New York Life was founded-have guided the company's decisions and actions for over 170 years.

Investment Solutions Representative - Call Center
We're looking for talented individuals who can bring fresh ideas and perspectives to customer service and improve the experience we provide to our agents and customers.
We are committed to providing high quality service in every interaction with both internal and external customers. After a comprehensive training program, the representative will have a proficient understanding of New York Life variable products and administration systems. We rely on our customer service representatives for processing fund transfers, allocation changes, automatic activity, partial withdrawals, periodic partial withdrawals and full surrenders on variable product policies. After obtaining FINRA Series 6 or 7 designation and completion of training, our customer service representatives will also be responsible for answering agent and client calls as part of a fast paced, dynamic team.

This role resides in NYL's Service Organization which is committed to provide best in class service by making every service experience a positive one. We are looking for customer focused, accountable, efficient and engaged professionals who are dedicated to and guided by service excellence.

Primary Responsibilities:

  • Answer incoming phone calls from policy holders, Agents and Field Offices in relation to the Variable Annuity and Variable Universal Life policies serviced by the Investment Solutions Team
  • Provide up to date information on product specifications, including features, account performance, general tax information, account balances, unit value/pricing inquiries, and transaction/processing explanations
  • Process point of call financial transactions for policy holders such as fund transfers, fund allocation changes, partial withdrawals and loans, with expediency and accuracy
  • Demonstrate appropriate soft skills to support the New York Life brand and enhance the customer experience
  • Have extensive knowledge of the administrative and mainframe systems needed for handling inquiries, researching and processing transactions
  • Maintain strong understanding of requirements of regulatory bodies including FINRA, SEC, IRS, state insurance agencies, etc
  • Assist team members on a daily basis to complete agent and client requests in order to meet Departmental and regulatory standards
  • Work on special projects assigned by the leadership team as they arise

Desired Skills & Experience:
  • Bachelor's degree - Finance or business discipline preferred or equivalent work experience
  • FINRA Series 6 or 7 license required (within 6 months of hire)
  • Industry recognized courses and designations (i.e. LOMA, but not limited to)
  • Knowledge of life insurance and investment products, SEC, FINRA, IRS and state insurance regulations
  • Accountable, ethical, good decision-making ability
  • Excellent written and verbal communication skills along with excellent listening skills
  • Strong technical and analytical skills required (proficient PC skills including Word, Excel, Outlook, Skype, with the ability to navigate multiple applications during call handling)
  • Positive, customer focused attitude with a desire to exceed customer expectations

Shift Information:
This is a full time position Monday through Friday. Candidates should be flexible to work any 7.5 hour shift between 8 am and 6 pm during the work week.

Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts

Career Opportunities:
New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims.



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