Location Designation: [[cust_rolelocationdesignation]]

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.

Role Overview:

Supervises a Claims and Specialty Service team in the Sales and Service area. Provides coaching, counseling, feedback and direction to Representatives. Responsible for leading daily activities of the team and coordinating service delivery for the department. Hire, train, coach, and mentor staff and proactively participate in staff development. Ensure the department meets all contractual service level agreements and identified business metrics. Responds to Member inquiries or complaints and assumes duties of Director as needed.

What You’ll Do:

• Lead and manage a unit of sales and service representatives and support staff.

• Monitor, evaluate, and provide feedback on calls, mail processing, outbound calls, and customer correspondence.

• Ensure quality standards are met with member communications.

• Meet or exceed identified representative, team, and department productivity and effectiveness goals.

• Review and prepare individual and unit productivity reports on a daily, weekly and monthly basis.

• Coordinate and deliver communication to staff via regular meetings and presentations.

• Coordinate department activities and events as necessary.

• Maintain current knowledge on life insurance related issues.

• Maintain knowledge of processes and procedures in order to effectively deliver customer service.

• Provide guidance to representatives on technical and procedural issues.

• Responsible for all personnel matters such as hiring, coaching, training, conducting performance evaluations, and approving schedule changes and vacation, attendance and overtime matters.

• Interactaction and coordination of customer and staff resolutions with other departments on a daily basis.

• Responsible for decision making on customer related matters.

What You’ll Bring:

• Bachelor’s degree or equivalent experience required.

• Strong motivational, organizational and communication skills (both oral and written).

• Working knowledge of claims, agency support, and customer service processes.

• Working knowledge of contact center technologies and tools including workforce management tools, forecasting, and ACD telephone system.

• 2 to 3 years financial service/insurance industry experience and leadership experience.

• Ability to work independently and as part of the management team.

• Strong problem solving and analytical skills.

• Experience handling tasks, complaints, problems, and assignments in a call center environment.

• Strong computer skills required.

• Life, Health and Variable Annuities License (#215) or ability to obtain in 90 days.

• Familiarity with scheduling and forecasting in a customer service and sales environment

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

#LI - EM1

#LI - HYBRID

​

Pay Transparency

Salary Range: [[cust_salaryRangePosting]]

Overtime eligible: [[customString6]]

Discretionary bonus eligible: [[cust_merit]]

Sales bonus eligible: [[stockPackage]]

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 hereto discover more about our comprehensive benefit options or visit ourNYL Benefits Site (https://nylbenefits.com/) .

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 (https://www.newyorklife.com/newsroom/diversity-and-inclusion-awards) 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 (http://www.newyorklife.com/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 theCareers (https://www.newyorklife.com/about/careers/) page of www.NewYorkLife.com .

​

Job Requisition ID: [[id]]