Call Center Representative (Cleveland)

New York Life

  • Ohio
  • Permanent
  • Full-time
  • 10 days ago
Location Designation: Hybrid - 6 days per monthOur New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.You are our future, and we commit to investing in you accordingly.**Candidates must live within 50 miles of the Cleveland office. Relocation assistance not provided.**Although fully remote following the training period, this role requires the ability to work onsite twice a week for the first 12 weeks.Are you looking for a role that focuses on internal mobility and growth opportunities? Are you customer focused, accountable, and driven? A Customer Advocacy Specialist role at New York Life could be a perfect fit for you! Many of our specialists go on to careers in marketing, product development, training, and management. It’s the perfect time to consider a move to New York Life Insurance Company and begin your career with an industry leader.Role Overview:The Customer Advocacy Specialist role serves as a point of contact for customer inquiries and requests. In addition, you will be responsible for handling exceptions, escalations and technical issues while complying with the New York Life philosophy, minimizing regulatory risk and mitigating cost.This role is remote with scheduled purposeful presence (on-site) days scheduled for 1-2 days quarterly. In-office days allow employees to network with management and coworkers from your team as well as other teams, provide onsite mentoring and training, and work on career development with your manager. Special consideration given to allow for fully remote work for FINRA licensed individuals.What You’ll Do:
  • Point of contact for customer inquiries and requests.
  • Effective decision making based on comprehensive case analysis
  • Develop and maintain working knowledge of systems needed to develop expert knowledge of all products, software applications, and processes
  • Demonstrate valuable interpersonal skills
  • Handling exceptions, escalations, and technical issues while complying with the New York Life philosophy, regulatory risk, and mitigating cost
  • Contributing Ideas to improve the customer experience
What You’ll Bring:
  • Hunger for continued learning
  • Problem-solver
  • Strong written and verbal communication skills required
  • Good computer skills and ability to multi-talk
  • Associate or bachelor’s degree preferred, or equivalent years of related experience
  • Series 6 FINRA licensing preferred
We will provide the following training and development opportunities:
  • Paid training of 8-10 weeks
  • Financial and Non-financial Processing
  • Training on Insurance Industry
  • Product and policy provision
  • Tethered calls with mentors and coaches for first week out of training
  • Continuous coaching and feedback to identify areas of improvement
  • Monthly meetings with manager with focus on career development
Shift Information:
This is a full-time position Monday through Friday. We offer the flexibility of a 7.5 hour shift between 8:30 am – 6:15 pm.
Salary:
Competitive full-time base salary, overtime eligibility, and target bonusCareer Opportunities:
New York Life’s focus on providing best in class service is the hallmark of what we do. We have countless internal mobility options in many different areas and departments. The Service Analyst role will help you develop the needed skills, experience, and connections to grow into a variety of roles including quality control, training, underwriting, claims, sales, marketing, management, and product development.Pay TransparencySalary Range: $30,000-$45,000Overtime eligible: NonexemptDiscretionary bonus eligible: YesSales bonus eligible: NoActual 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.Our BenefitsWe 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. to discover more about our comprehensive benefit options or visit our .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. 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 . 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 page of .​Visit our to see how our employees and agents are leading the industry and impacting communities.Visit our to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.Job Requisition ID: 92008#LI-BK1 #LI-HYBRID

New York Life