Sr. Representative CS3 - Business Solutions Call Center 93236

Location Designation: Hybrid - 1 day per month
Overview
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.
What You'll Do

• 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.

What You'll Bring
Required Skills:

• 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.

Preferred Skills:

• 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.

Shift information:

• This is a full-time position Monday through Friday. Candidates should be flexible to work any 7.5-hour shift between 8 am and 6 pm CT during the work week.

Location:
We will consider applications from employees in the following locations:

• Dallas Service Center - Remote with onsite requirement 1 day per month
• Cleveland Service Center - - Remote with onsite requirement 1 day per month
• Minnesota Residents only - Fully Remote

Pay Transparency
Salary Range: $45,000-$55,000
Overtime eligible: Nonexempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.
Our 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.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.
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 volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.
Job Requisition ID: 93236