Bilingual Vietnamese Customer Service Representative

Location Designation: Fully Remote 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

The Bilingual Vietnamese Customer Service 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:

• 1+ years experience in a customer service environment (highly preferred).

• Must be fluent in English (Verbal & Written), excellent written, verbal and interpersonal skills required.

• Background in medical terminology and/or life insurance underwriting (preferred but not required).

• Demonstrated passion for continuous improvement and service excellence

• Strong computer skills highly preferred

• Must be fluent in Vietnamese

Training & Development:

Customer Service Representative will undergo a comprehensive on the job training environment to learn about the insurance industry, …