New York Life Insurance Company · 3 hours ago
Senior Client Service Representative
New York, United States
Full-time
Hybrid
Mid, Senior Level
$58K/yr - $84K/yr
4+ years expNew York Life Insurance Company is a Fortune 100 mutual company with a legacy of purpose and integrity. They are seeking a Senior Client Service Representative to respond to client inquiries, provide expert knowledge on group benefit solutions, and collaborate with internal partners to enhance client experience.
FinanceFinancial ServicesInsurance
Responsibilities
Respond to emails and inquiries from clients and brokers, gather key information, assess complexity, and determine whether to resolve or route. Exercise advanced judgment to handle escalated or sensitive situations effectively
Demonstrate a strong understanding of all Group Benefit Solutions products and services, with particular expertise in STD and LTD, while also maintaining solid knowledge of claims, Life, and AD&D processes to provide accurate guidance and coordinate with specialized teams when appropriate
Communicate clearly and professionally, set expectations on timing, and conduct timely follow-ups to keep clients and brokers informed. Proactively identify potential issues and take ownership of resolution
Handle a broad range of service requests, including Evidence of Insurability (EOI), billing inquiries, claims status, eligibility updates, and policy interpretation, ensuring accurate and timely responses
Analyze client needs and trends to identify root causes of service issues and recommend process improvements or systemic solutions
Collaborate closely with internal partners including Claims, Billing, Underwriting, and Distribution to ensure seamless service and issue resolution across functions
Serve as an escalation point for complex client matters and provide guidance, training, and mentorship to Client Service Representatives and internal partners on products, services, and processes related to client servicing
Prepare and deliver web and telephonic presentations with clients and brokers to educate, train, and inform on benefits, services, and self-administration tools
Identify and recommend process improvements that enhance client experience, accuracy, and operational efficiency
Build and maintain productive partnerships across the organization, ensuring consistent alignment on service standards and client commitments
Maintain expert knowledge of group products, services, systems, and procedures to serve as a reliable resource within the service center
Participate in feedback sessions, training, and cross-functional meetings to contribute insights and enhance overall service effectiveness
Serve as a subject matter expert (SME) for projects, system enhancements, or initiatives impacting client servicing
Qualification
Required
Minimum of four (4) years of experience in a client service, operations, or benefits administration role within insurance, financial services, or a related industry
Strong understanding of and hands-on experience with claims, Short-Term Disability (STD), and Long-Term Disability (LTD) processes, along with familiarity with group Life and AD&D products
Demonstrated ability to independently resolve complex service situations with professionalism, accuracy, and sound judgment
Exceptional communication, analytical, and organizational skills
Ability to manage multiple priorities in a high-volume, fast-paced environment while maintaining precision and follow-through
Strong collaboration skills and a commitment to knowledge sharing, team success, and continuous improvement
Preferred
Bachelor's degree preferred, or equivalent combination of education and relevant experience
Benefits
Leave programs
Adoption assistance
Student loan repayment programs
Company
New York Life Insurance Company
For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime.
10001+ employees
H1B Sponsorship
New York Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (149)
2024 (99)
2023 (85)
2022 (77)
2021 (48)
2020 (65)
Funding
Current Stage
Late StageLeadership Team
Don Vu
Senior Vice President, Chief Data & Analytics Officer
Deepa Soni
Executive Vice President and Chief Information Officer
Recent News
2026-01-13
2026-01-05
Insurance News in the United States
2025-12-13
Company data provided by crunchbase