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Customer Service Representative - Tele App Call Center

Company New York Life Insurance Co
Location Cleveland, OH
Update 9 Day ago
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 Monterrey New York Life in Mexico.

New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2015 operating earnings of $1.9 billion, the second highest in the company's history. Total assets under management at year end 2015, with affiliates, totaled $528.82 billion, the second year in a row the company's assets exceed $500 Billion. New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 8/11/15).

Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for 170 years.

The Inforce Service & Operations (IS&O) department provides customer service to over 12,000 agents and 3.5 million policy owners for Life Insurance, Annuities, and securities products sold through our agent distribution channel. Our organization is responsible for over 30 million touch points with customers each year through our different service channels, including over the phone, via our correspondence, online, through our Interactive Voice Response (IVR) system, and more.

The Telephone Application Call Center Representative is responsible for delivering a positive application experience for prospective policyholders of New York Life. The Call Center Representative places outbound calls to and services inbound calls from policy applicants to collect and compile key data points that support the policy underwriting process.

Primary Responsibilities :
Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process.
Use various systems to: access the applicants' phone number to dial calls; manage and update the call disposition; and conduct the interview.
Assist underwriters during the underwriting process by conducting follow up calls with applicants for additional information.
Access databases and website (e.g., medical dictionaries, underwriting references, medication and/or physician look ups) at point of call.
Trigger alerts to the Agent, General Office staff and/or Underwriter when necessary.
Handle status inquiries from applicants, Agents, General Office personnel and underwriters.
Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts.
Research special cases and disposition them appropriately.
Operate with a continuous improvement mindset, providing feedback and suggestions to improve the telephone interview application process to immediate manager.

Qualifications :
High School diploma or GED required
A minimum of 3 years experience in high volume call center customer service environment
Must be fluent in English (Verbal & Written)

Fluent in Spanish, Mandarin, Cantonese, Korean, or Vietnamese (highly desired)
Excellent written, verbal and interpersonal skills required
Strong computer and typing skills
Associates or Bachelor’s Degree preferred
Background in medical terminology and/or life insurance underwriting highly preferred
Demonstrated passion for continuous improvement and service excellence
Ability to pass a comprehensive pre employment background check
Ability to attend a 5 week training program Monday through Friday from 9:00 am - 5:30 pm

Training & Development:
Telephone Application Call Center Representative will undergo a comprehensive on the job training environment to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.

Shift Information:
This is a full-time position
There are a variety of shift schedules available between the following:
8:30 AM - 5:00 PM ET
9:00 AM - 5:30 PM ET
12:30 PM - 9:00 PM ET
1:30 PM - 10:00 PM ET
2:00 PM - 10:30 PM ET
2:30 PM - 11:00 PM ET
Department Hours of Operation Monday - Thursday 8:00 AM until 11:00 PM ET, Friday 8:00 AM until 8:00 PM ET, and Saturday 9:45 AM until 5:45 PM ET


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  • Based on revenue as reported by “Fortune 500, Ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 15, 2015. See for methodology.
1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US(GAAP), with certain adjustments Company believes to be appropriate as a measurement approach ( non GAAP), primarily the removal of gains or losses on investments and related adjustments.
2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.