Customer Service Professional - Retention Team

New York Life Cleveland , OH 44114

Posted 4 weeks ago

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 www.NewYorkLife.com.

Service Associates will be responsible for increasing the number of clients who retain current New York Life products. Incoming at-risk customers will be identified via expressed intent during service interaction, or pre-identified based on risk criteria. These calls will be routed to Retention service associates. Outgoing at risk customers will be contacted by Retention service associates to discuss policy conditions and if necessary, process payments. Based on the customer's needs, the Service Associates require a high level of expertise in life insurance products and the ability to offer alternative solutions that will quickly diagnose root causes of cancelations and offer solutions and options efficiently, confidently and during the point of call.

Primary Responsibilities:

  • Handle calls primarily to impacted customers to discuss policy solutions performing appropriate verification.

  • Handle incoming calls as necessary also to discuss policy solutions performing appropriate verification.

  • Handle outbound calls to customers to discuss policy conditions and process payments

  • Maintain up to date knowledge of insurance related issues and knowledge of processes and procedures.

  • Process basic and complex transactions initiated at point of call by customer, with quality and a sense of urgency, performing high level verification if necessary.

  • Participates on conference calls with clients and or other parties to discuss policy solutions. Provides guidance to customers regarding website and IVR inquiries.

  • Track and report on retention results using Service Central database and work with alternate legacy systems as necessary.

Basic Qualifications:

  • Must be in positive performance & attendance standing (please review the Internal Mobility Policy on the intranet)

  • High school diploma, or GED from an accredited school required.

  • Bachelors degree preferred, or 2+ years of related experience

  • Advanced knowledge of life insurance products and processes, understanding of New York Life system applications, strong oral and written communication skills, Ability to review a specific set of circumstances for a customer and make suitable recommendations

  • Must demonstrate strong problem-solving skills and the ability to creatively think of out of the box solutions for customers to better suit the customer's needs.

Additional Qualifications:

  • Technical Expertise: Using Service Central database, Service Associate will be expected to understand recent point of call inquiries and transactions that may impact recommendations being made. Using Service Central to document the details of point of call interactions but pivot to legacy systems when necessary.

Training & Development:

Service Associates are expected to operate with a strong level of independency and process service transactions with the intention of retaining the customer. To master these skills, he or she will receive on-site training to include New York Life systems and application.

Shift Information:

Must be willing to work flexible hours between 8am and 7pm with potential for overtime and weekends.

SF:EF-LS1

#LI-LS1

Please note: This role requiresFINRA licensedand/or FINRA Associated Person pre-hire fingerprinting.

EOE M/F/D/V

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.


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Customer Service Professional - Retention Team

New York Life