Manager, In-Force Service Call Center 93472
About The Position
New York Life Service Operation provides In-Force customer service to more than 12,000 agents and 3.5 million clients for life insurance and annuities sold through our agent distribution channel. Responsible for more than 30 million touch points with customers each year through different service channels including phone, written correspondence, online, through Interactive Voice Response (IVR) system and more. We are seeking a dynamic and forward-thinking leader to join our team as an In-Force Service Manager. If you enjoy leading by example, motivating and developing others, and coaching customer service professionals to provide outstanding service, this opportunity is for you!
Requirements
- Demonstrated success in creating exceptional customer experiences and providing inspirational leadership.
- FINRA Series 6 or 7 REQUIRED and Obtain FINRA Series 26 or 24 within 1 year.
- Minimum of 3 to 5 years management experience in a customer service environment.
- Excellent verbal, written, and listening skills.
- Strong organizational skills with the ability to multitask.
- High Emotional IQ and strong interpersonal skills.
- Ability to de-escalate challenging situations and reach mutually agreeable resolutions.
- Strong technical and analytical skills, including experience with reporting data.
- Proficient in Word, Excel, PowerPoint, website navigation, and data entry.
Nice To Haves
- Bachelor’s degree in finance or business preferred or minimum
Responsibilities
- Take ownership of the team’s performance, continuously driving improvement.
- Lead, coach, and empower a team of Customer Service Representatives to deliver high-quality service with minimal effort.
- Encourage employees to question the status quo, seek mutually beneficial solutions, and suggest improvements.
- Resolve escalated customer situations with full ownership.
- Lead, coach and develop team by monitoring performance for desired results, coaching and providing feedback to individual team members.
- Identify performance detractors, training needs, develop and deliver documented plans to achieve and exceed goals.
- Conduct regular coaching conversations to evaluate employee performance and apply applicable disciplinary actions as necessary.
- Collaborate with other leaders to enhance service, reduce waste, and boost team morale and engagement.
- Demonstrate flexibility and reliability in adapting to schedule changes and partnering with the team to consistently meet business needs.
- Inspire and influence through authentic leadership—remaining accessible, amplifying strengths, and consistently modeling excellence.
- Participate in core teams for new projects and additional responsibilities as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
