Senior Client Service Representative

New York Life • New York, NY

29d • Remote

About The Position

The Senior Client Service Representative supports clients and brokers across all product lines—including Life, AD&D, Short-Term Disability (STD), and Long-Term Disability (LTD)—delivering proactive, accurate, and efficient service. This role requires advanced problem-solving, strong business acumen, and the ability to manage complex client situations independently. The senior representative demonstrates a high level of product and process expertise, provides mentorship to peers, and collaborates across departments to ensure consistent, high-quality service delivery.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• Minimum of four (4) years of experience in a client service, operations, or benefits administration role within insurance, financial services, or a related industry.
• Strong understanding of and hands-on experience with claims, Short-Term Disability (STD), and Long-Term Disability (LTD) processes, along with familiarity with group Life and AD&D products.
• Demonstrated ability to independently resolve complex service situations with professionalism, accuracy, and sound judgment.
• Exceptional communication, analytical, and organizational skills.
• Ability to manage multiple priorities in a high-volume, fast-paced environment while maintaining precision and follow-through.
• Strong collaboration skills and a commitment to knowledge sharing, team success, and continuous improvement.

Responsibilities

• Respond to emails and inquiries from clients and brokers, gather key information, assess complexity, and determine whether to resolve or route. Exercise advanced judgment to handle escalated or sensitive situations effectively.
• Demonstrate a strong understanding of all Group Benefit Solutions products and services, with particular expertise in STD and LTD, while also maintaining solid knowledge of claims, Life, and AD&D processes to provide accurate guidance and coordinate with specialized teams when appropriate.
• Communicate clearly and professionally, set expectations on timing, and conduct timely follow-ups to keep clients and brokers informed. Proactively identify potential issues and take ownership of resolution.
• Handle a broad range of service requests, including Evidence of Insurability (EOI), billing inquiries, claims status, eligibility updates, and policy interpretation, ensuring accurate and timely responses.
• Analyze client needs and trends to identify root causes of service issues and recommend process improvements or systemic solutions.
• Collaborate closely with internal partners including Claims, Billing, Underwriting, and Distribution to ensure seamless service and issue resolution across functions.
• Serve as an escalation point for complex client matters and provide guidance, training, and mentorship to Client Service Representatives and internal partners on products, services, and processes related to client servicing.
• Prepare and deliver web and telephonic presentations with clients and brokers to educate, train, and inform on benefits, services, and self-administration tools.
• Identify and recommend process improvements that enhance client experience, accuracy, and operational efficiency.
• Build and maintain productive partnerships across the organization, ensuring consistent alignment on service standards and client commitments.
• Maintain expert knowledge of group products, services, systems, and procedures to serve as a reliable resource within the service center.
• Participate in feedback sessions, training, and cross-functional meetings to contribute insights and enhance overall service effectiveness.
• Serve as a subject matter expert (SME) for projects, system enhancements, or initiatives impacting client servicing.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level