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Customer Service Representative, Worksite Remittance

01/31/2018Call 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

New York Life Insurance Company (“New York Life” or “the company”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico.


New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion.  As of year-end 2016, New York Life’s surplus was $23.336 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 Third Party Ratings Report as of 8/17/16).


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.


Are you a personable, customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader?  If so, New York Life Insurance Company may be the company for you.


As a member of our Worksite Remittance Team, the representative will provide crucial service support to our customers in a dynamic environment.  Responsibilities will include the establishment of new Worksite group life insurance arrangements to facilitate our voluntary payroll deduction program, reconciliation and application of incoming payments, and providing our agents, payroll administration contacts, and policy owners with “best in class” customer service support. The representative will be expected to handle incoming service requests efficiently and accurately, while address incoming phone and email inquiries from our customers, and should anticipate being cross-trained to perform a variety of transactional functions.  Daily responsibilities will include the handling of both financial and non-financial transactions using our workflow and administrative systems.


The representative will be relied upon to make sound decisions regarding issues related to basic remittance functions. He/she will be expected to maintain strong production and quality scores, and demonstrate a fundamental knowledge of life insurance contract provisions, related laws, regulatory requirements and company procedures.


Primary Responsibilities:

  • Establish new Worksite group arrangements to facilitate our voluntary payroll deduction program.
  • Apply incoming life insurance premium payments towards the appropriate policies on our group bills.
  • Conduct necessary research and outreach to our customers to resolve payment discrepancies.
  • Process financial and non-financial transactions using our workflow and administrative systems.
  • Make sound decisions regarding issues related to basic remittance and group setup functions.
  • Provide our agents, payroll administration contacts, and life insurance policy owners with outstanding customer service support.
  • Must maintain strong production and quality scores.
  • Knowledge of contract provisions and related laws, regulatory requirements and company procedures.



  • Associates or Bachelor’s degree preferred
  • 2 years of customer service and/or call center experience preferred
  • Demonstrated commitment to providing best in class customer service support
  • Must possess outstanding attention to detail
  • Accountable, ethical, and good decision making ability
  • Strong written and verbal communication skills required
  • Good computer skills and ability to multitask
  • Accounting skills/experience a plus


Training & Development:
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 7:00 am – 6:00 pm during the work week (exact shift and training hours TBD). 


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


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



If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811.


*Based on revenue as reported by “Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 17, 2016.  See  for methodology.

**Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company’s long-term financial strength and stability and is presented on a consolidated basis of the company.


1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US (GAAP), with certain adjustments Company believes to be appropriate as a measurement approach (non GAAP), primarily the removal of gains or losses on investments and related adjustments.


2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.

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