Customer Service Representative

Location Designation: Hybrid - 3 days per week 

The initial 16 weeks of training involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday & Thursday . 

After training, the role will transition to full time work from home.

As part of New York Life Direct, you'll join a team revolutionizing the life insurance experience for AARP members. We're the industry leader in direct-to-consumer life insurance, offering streamlined coverage directly to individuals, bypassing traditional agent models. Your work will directly impact lives by making life insurance accessible, affordable, and understandable for millions of Americans.

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.

Role Overview:

Are you a personable, customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader?  If so, New York Life Insurance Company (NYL) may be the company for you.

NYL strives to provide best in class service by making every service experience a positive one. It is the hallmark of what we do and how we keep good going.

We are looking for customer- focused, accountable, efficient and engaged professionals who are devoted and guided by a commitment to service excellence. Customer Service Representatives establish high quality customer relationships using informational resources and technical knowledge.

Full-time - candidates must be available to work the following schedule:

Monday: 10:00am – 8:00pm

Tuesday - Friday: 11:00am – 7:00pm, 11:30am - 7:30pm OR 12:30pm – 8:00pm

What You’ll Do:

• Handle high volume of inbound customer and sales agent inquiries.
• Communicates and educates on product features, benefits and contract provision details.
• Ability to handle most customer interactions independently.
• Ability to explain information in functional area.
• Maintains satisfactory level of key performance indicators according to departmental requirements.

What You’ll Bring:

• Associates degree or equivalent years of related experience
• Minimum 2 years of customer service and/or call center experience required
• Accountable, ethical, good decision-making ability
• Problem solving / ability to assess and take appropriate action
• Strong verbal and written communication skills required
• Excellent computer navigation skills and ability to multitask
• High school diploma, or GED from an accredited school required.

Bonus points for these:

• Bachelor’s degree or equivalent years of related experience
• Bilingual – Spanish
• Prior experience within the insurance industry

Training & Development:

Customer Service Representatives undergo a comprehensive paid Hybrid training program 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.  Career growth opportunities available. 

It is mandatory to attend all Sales and Service Center training with the objective of obtaining the Florida Life and Variable Annuities License (#214). 

Preferred candidates hold a current / active Florida Life and Variable Annuities License (#214) with Continuing Education (CEs) with deadline not due within 90 days from date of hire.  If  CE's are due within 90 days, they must be completd before date of hire. 

Unlicensed candidates are encouraged to apply as well!

Hybrid training – Monday and Friday work from home and Tue-Thu onsite *up to the first 16 weeks*

After your training, you will transition to full time work from home.

Training Hours: 10am-6pm EST

Must live within 50 miles of our Tampa location 8641 Henderson Rd, Tampa 33634

Benefits/Perks and Amenities:

• Standard- Medical, Dental, Vision
• Life Insurance, Short-Term & Long-Term Disability
• Vacation, Holidays
• Paid Training
• 401K with Company Match
• Cash Value Pension Plan
• Tuition Reimbursement
• On-site Gym & Cafeteria
• Employee discounts
• Employee Resource Groups
• Volunteer Opportunities
• Casual Dress

The initial 16 weeks of training involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday & Thursday . 

After training, the role will transition to full time work from home.

#LI-KH1
#LI-HYBRID 
#LI-REMOTE

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Pay Transparency

Salary Range:  $30,000-$50,000 

Overtime eligible: Nonexempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual 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.

Our Benefits

We 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

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 Foundation. 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 Careers page of www.NewYorkLife.com.

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Job Requisition ID: 90948