Sr. Representative CS3 - Business Solutions Call Center 93236

New York Life Insurance • Cleveland, OH

16h • $45,000 - $55,000 • Hybrid

About The Position

The Business Solutions Service Team provides service and processes group billing remittances for our Employee Whole Life product line. The team works closely with agents, sales partners, clients, and employers/payroll administrators. The Senior Representative will handle a wide variety of incoming phone requests from our sales agents, employers and payroll administrators, and policy owners with a high degree of customer service acumen in a dynamic environment.

Requirements

• High School Diploma or GED required, associate or bachelor’s degree preferred.
• Strong accountability and ability to provide exceptional customer service experience.
• Ability to multi-task and manage multiple and divergent priorities and deadlines.
• Strong Verbal/Written Communication skills required with emphasis on strong phone contact skills and active listening.
• Demonstrated organizational, time management and interpersonal skills.
• This role requires FINRA licensed and/or FINRA Associated Person fingerprinting.

Nice To Haves

• 2+ years of customer service and/or call center experience in the Financial Services, Banking, or Insurance industry preferred.
• Preferred minimum two years’ experience with multiple software and system-based applications, including Microsoft Office Suite.
• Demonstrated experience in critical and analytical thinking with an attention to detail to effectively problem-solve issues to resolution.
• Knowledge of contract provisions and related laws, regulatory requirements, and company procedures.

Responsibilities

• Answer inbound calls from agents, policy owners, and employers while demonstrating the ability to quickly understand/anticipate the client’s needs and expectations.
• Interact professionally with clear and effective communication to set the appropriate expectations on timeline of deliverables; and conduct follow-ups as needed.
• Develop and maintain business partnerships to ensure client’s needs are met, potential problems are averted, and service issues are managed/resolved proactively, accurately, and effectively.
• Understand and be able to articulate information related to group remittance and the Employee Whole Life product, including deductions, sort criteria, billing cycles, etc.
• Provide our agents, payroll administration contacts, and policy owners with outstanding customer service support.
• Process basic financial and non-financial transactions using our workflow and administrative systems to include creating escalated items for out-of-scope requests.

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
• Education Level: High school or GED