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Customer Service Representative- Retirement Solutions

11/09/2018Call Center
Job Location:
Cleveland, OH
Metro Area:
OH - Cleveland
Company Name: New York Life Insurance Co
Website:  Click to Visit
New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. 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



Under the direction of the Manager, the Representative must work to achieve the goals of their team by working both independently and with other members of the team in order to provide accurate and efficient service to our agents and clients on telephone and written requests.  The Representative will have a solid understanding of Fixed and Income Annuity Products and the systems that support our products in order to perform basic duties.


Primary Responsibilities

  • Provide service to our agents and clients by providing policy information and processing transactions primarily in response to telephone requests.  The representative will also process service transactions in response to written requests in support of the processing team.
  • Within regulatory guidelines, review and process inforce business transactions using systems such as Mainframe, Fixed Annuity Cyberlife and Rpay.   Transactions consist of Partial Withdrawals (normal and Required Minimum Distributions), Periodic Partial Withdrawals and Disbursements (Internal/External Exchanges and Transfers and Direct to Customer), Correspondence, Check Stop and Reissue, Duplicate Policies, Returned Mail and Maturities
  • Possess and demonstrate ability to assess the information gathered at the point of call and make appropriate decisions.
  • Maintain good working knowledge of our administration systems, products and services
  • Exhibit excellent verbal and listening skills, be detail oriented and have the desire and ability to provide customer service in a professional positive manner while maintaining an empathetic voice with the policy owner or agent.



  • High School/GED required
  • Bachelor's degree preferred
  • 2-4 years experience
  • Proficient customer service and listening skills
  • Proficient data entry skills
  • Proficient oral and written communication skills
  • Detail oriented and organized


Training & Development:

Customer Service Representatives undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.


Shift Information:

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



Competitive full-time base salary, overtime eligibility plus target bonus



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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