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Service Leader
New York Life Insurance
Saddle Brook, NJ, United States
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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.
DESCRIPTION:
The Service Leader will be responsible for leading a subset of the General Office employees and partnering with the CVP, Service Leader to ensure our team members are providing exceptional customer service. They will lead employees in our new business, contracting and/or remote sales office locations as well as have hiring and development responsibilities of staff. They will be charged with handling complex business problems and serve as the primary contact for top agents in the office.
MAJOR RESPONSIBILITIES:
• Leads, coaches and develops a subset of the General Office employees; handles all management responsibilities for these respective employees including oversight of hiring, training, performance management, and staff development
• Leading by example, the Service Leader will be responsible for creating and driving a positive client experience for agents and clients; ensure our teams are working efficiently and effectively to meet the needs of our agents and customers
• Serves as the primary service contact for top agents in the General Office
• Resolves or facilitates resolution of policy issues for NYL customers; assists staff in resolving policy issues for their assigned cases
• Serving as a problem solver, handles complex business problems and identifies short-term and longer-term solutions with a focus on overall process improvement
• Develops curriculum and facilitates various training sessions for staff and established agents
• Serves as a subject-matter expert with extensive knowledge in NYL systems, policies, procedures as it relates to new business, such as state replacement rules, knowing your customer (FINRA), anti-money laundering rules (FINRA/SEC), etc.
• Responsible for monthly reporting (staffing reports, production reports, SEC-FINRA authorized compliance reports)
• Works closely with CVP, Service Leader with various projects and General Office activity to ensure smooth operational management and excellent service delivery
QUALIFICATIONS:
• Bachelor’s Degree preferred
• Must pass Series 99 (Operations Professional FINRA Exam) within six months
• 3-5 years of insurance and Service experience preferred
• Excellent customer service skills
• Strong communication skills; must be comfortable facilitating training sessions
• Strong technical knowledge of all new business and contract/licensing processes required
• Flexible and adaptive to change
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.