Policy Administration Representative

New York Life Insurance Company (New York Life or the company) is the largest mutual life insurance company in the United States. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterey New York Life in Mexico.

New York Life's Service Organization is hiring Customer Service Representatives. The Service Organization strives to provide best in class service by making every service experience a positive one. It is the hallmark of what we do and how we keep good going. We are looking for customer- focused, accountable, efficient and engaged professionals who are dedicated to and guided by a commitment to service excellence.

The Representative is expected to work with supervision from the manager and assistance from senior team members. They will work with other members of the Policy Administration Team to provide timely, efficient, and accurate service to policyholders, agents, and employees of related service teams. The Representative is able to handle service requests within the listed processes above. They will be expected to follow procedures as outlined in the departmental Business Process Documentation Database. * Establish and maintain high quality customer relationships – assessing customer administrative need and responding to them effectively and tactfully * Process policy administration transactions on client accounts including address changes, beneficiary changes, name changes and social security number/TIN changes, ownership changes and title changes as necessary and within regulatory guidelines * Handle Correspondence process including reviewing daily correspondence reports and researching and correcting variance correspondence * Develop and maintain working knowledge of administrative systems and Variable Product & Fixed Annuities Service Centers products and services, annuities/life insurance, qualified and non-qualified plans, product options and features and regulatory and departmental standards and goals * Assist with answering calls from customer service line and responding to agent and policy owner's questions and requests including point of call processing * Develop an understanding of requirements of regulatory bodies including FINRA, SEC, IRS, and state insurance agencies

* Associates, or Bachelor’s degree preferred, or equivalent years of related experience * Minimum 1 – 2 years of customer service and/or call center experience required * Accountable, ethical, good decision making ability * Strong written and verbal communication skills required * Good computer skills and ability to multitask * Have proficient knowledge of supporting systems including Cyberlife, Rpay, Automated Workflow System (AWF), RHUMBA CLIENT and Document management System (DMS) preferred for internal candidates * Have a good understanding of the systems and responsibilities of the Variable Product & Fixed Annuity Service Centers operation preferred for internal candidates * Have a proficient knowledge of New York Life's variable products & fixed annuities and basic policy administration transactions preferred for internal candidates