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

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.



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


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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Lead Customer Service Representative Full Or Part Time

Circle K Stores, Inc.

Posted 4 days ago

VIEW JOBS 5/24/2020 12:00:00 AM 2020-08-22T00:00 Job Description Circle K is a great place to work! Here is why: We know that you can work anywhere. However, working at Circle K is the start of something great! While you make it easy for our customers, we focus on you and your development! Our people make us who we are. We want to see you grow, so we put growing together at the forefront of everything we do. It is our duty to provide you with the tools and resources that you need to succeed. Joining Circle K means joining a team that is devoted to you! Minimum Qualifications High School diploma or GED preferred. Experience in retail sales preferred. Ability to work in the conditions described below. Ability to perform essential duties and physical functions described below. Ability to work as scheduled, and arrive at the job store on time. Ability to communicate (orally and in writing) in English. Ability to perform the four (4) basic arithmetic operations (add, subtract, multiply and divide). Essential Duties Provides prompt, courteous customer service and resolves customer issues on shift. Provides training assistance to new Customer Service Representatives. Performs shift supervision. Completes all store merchandise build-to's May complete a grocery order and delivery. May provide direction for managing the fast food service area of the store. Knows the gasoline pricing strategy for the store and changes gasoline prices correctly. Inspect store facilities and equipment for safety, cleanliness, and proper working order. Contacts maintenance for repair when needed. Receives and verifies vendor deliveries. Controls merchandise, cash shortages, and other selling expenses. Assists in maintaining proper inventory levels and shift audits. Assists new applicants with application process. Performs all duties with minimal supervision. Attends job-related meetings (may be required to work irregular hours) Ring up all sales on cash register properly and accurately, handling money, checks, and other types of payment received for products sold. Performs multi-function operation of fuel console, lottery machine, money order machine, telecom transactions, etc. Performs multi-function and cleaning duties necessary to maintain store cleanliness inside and out; basic upkeep and cleaning of all equipment at store. Complete daily store reports and other duties as assigned by the Store Manager. Working Conditions Perform approximately 95% of all work indoors, but will be required to work outside to clean parking lots, gas pumps, take out garbage, etc. Exposure to extreme cold temperatures while performing occasional work in a walk in cooler and/or freezer. Exposure to occasional noise. Work with minimum direction and periodic supervision. Physical Functions Ability to stand and/or walk for up to 8 hours. Ability to occasionally lift and/or carry up to 30 pounds from ground to overhead up to 30 minutes of workday (i.e., assisting in stocking/maintaining inventory levels). Ability to occasionally lift and/or carry up to 60 pounds from ground to waist level (i.e., to replenish fountain syrups). Ability to push/pull with arms up to a force of 20 pounds (i.e., utilizing a hand-truck). Ability to bend at waist with some twisting up to one hour of workday. Ability to grasp, reach and manipulate objects with hands up to all day. (This handwork requires eye-hand coordination, and may require climbing a ladder to store and retrieve materials or place and remove signs). THE ABOVE STATEMENTS REFLECT THE GENERAL QUALIFICATIONS/DUTIES AND/OR RESPONSIBILITIES NECESSARY TO IDENTIFY THE JOB AND ARE NOT NECESSARILY INTENDED TO SET FORTH ALL OF THE SPECIFC REQUIREMENTS OF THE JOB. NOTE: This Job Description may change periodically as required by business necessity, with or without advance notice to employees. Circle K is an Equal Opportunity Employer. The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company's Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process. Click below to review information about our company's use of the federal E-Verify program to check work eligibility: In English In Spanish Store Information Store 4705241 13933 Lakewood Hts Blvd Cleveland, Ohio 44107-6128 Circle K Stores, Inc. Cleveland OH

Customer Service Professional - Retention Team

New York Life