New York Life Insurance Company Customer Service Manager - Traditional Life Recurring Payments in Cleveland, Ohio

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 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion. As of year-end 2016, New York Life’s surplus was $23.336 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 8/17/16).

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

Job Description

The Recurring Payments Manager is responsible for overseeing day to day processing of transactions such as adding, changing or deleting bank account information used for electronic transfer to pay policy premiums, make loan repayments or purchase paid-up additional insurance; processing requests for bank fee refunds and Modified Endowment reversals.

The Manager is expected to oversee the performance of Service Representatives and is responsible for staffing and work schedules to ensure that department standards and company guidelines are met. Also, responsible for providing feedback to employees regarding their individual performance and development needs.

The Manager is expected to review procedures and implement changes when required. They will assist in drafting updates to procedures when new products are introduced or system changes are required.

The Manager must resolve issues, such as complaints from policyholders and agents related to all service requests. They use their knowledge of how related service areas work together to positively impact the achievement of department and company objectives. They handle high-profile requests and lead project teams associated with the work functions of the team (for example recovery efforts to update company records or to develop new procedures applicable to the work functions that they oversee.)

Key Responsibilities

  • Oversee the management, coaching, and development of a team of Customer Service Representatives

  • Set priorities for the team and ensure task completion, with accountability for the performance and results of the team

  • Understand how team works with other closely related areas to improve team efficiency and coordinate work activities with other managers

  • Apply understanding of the company and how the team contributes to the achievement of objectives

  • Use judgment to identify and resolve day-to-day problems; identifies and resolves moderately complex problems

  • Consistently demonstrate a strong leadership presence by creating a positive work environment and engaging & empowering team members

  • Exchange and explain information with others within team, internal and external colleagues and/or clients

  • Oversee the execution of inbound and outbound calls to policyholders and agents as required

  • Technical Expertise: The Manager will be expected to have a working knowledge of company procedures and guidelines pertaining to the service requests processed within the Recurring Payments Team and be able to provide assistance or obtain expert assistance when the service request involves multiple areas.

  • Leadership: The Manager will be expected to provide daily administrative oversight of the team to include review and prioritization of work on hand to achieve departmental turnaround and accuracy goals. The manager will assist the employee in recognizing, creating and implementing development plans at the individual employee level.

  • Problem Solving: The Manager will be expected to be responsible for research and applying judgment using the data available to resolve issues such as policyholder and agent inquiries related to service delivery. In addition, when necessary, the Manager will be expected to reach out to external experts such as the Legal Department or the Product team to discuss unusual service situations, such as exception requests to the contractual provisions of a policy contract.

  • Decision Making / Nature of Impact: The Manager will be expected to make informed decisions shaped by experience, knowledge, policies and procedures to resolve service issues that arise on their own team and other teams. They will be expected to find ways to improve service processes, increase productivity, improve quality, and enhance the customer service experience through the review of quality assurance reports, call monitoring sessions and audit reports.

  • Communication Requirements: The Manager is expected to possess a strong command of written and oral communication skills. They will communicate with agents, policyholders, and team members.

Desired Skills & Experience

  • Bachelor's Degree or a minimum of 5 years of experience in a Customer Service operations environment.

  • Managerial or leadership experience.

  • Experience processing recurring/EFT drafts for payments preferred.

  • Knowledge of Life Insurance (Term, Whole Life, Universal Life) products preferred.

  • Strong technical and analytical skills required (Proficient PC skills including Word and Excel, with the ability to navigate multiple applications)

  • Strong organizational skills with the ability to multitask

  • Excellent oral and written communication skills.

  • Ability to communicate objectives, delegate and motivate effectively, promote teamwork and efficient work flow

EOE M/F/D/V

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  • Based on revenue as reported by “Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 17, 2016. See http://fortune.com/fortune500/ for methodology.

** Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company’s long-term financial strength and stability and is presented on a consolidated basis of the company.

  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.