Product Interviews Representative in Cleveland, Ohio | DiversityInc Careers
 
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Product Interviews Representative

New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 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 independent rating agency commentary as of 8/1/17).

 

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.

 

 

The Inforce Service & Operations (IS&O) department provides customer service to over 12,000 agents and 3.5 million policy owners for Life Insurance, Annuities, and securities products sold through our agent distribution channel. Our organization is responsible for over 30 million touch points with customers each year through our different service channels, including over the phone, via our correspondence, online, through our Interactive Voice Response (IVR) system, and more.

 

The Medical Telephone Application Call Center 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:

  • Associates or Bachelor’s Degree preferred
  • High School Diploma, or GED (Required)
  • 1+ years experience in high volume call center customer service environment
  • Excellent written, verbal and interpersonal skills required      
  • Fluent in Spanish, Cantonese, Vietnamese, or Korean (preferred)                              
  • Background in medical terminology and/or life insurance underwriting highly preferred
  • Demonstrated passion for continuous improvement and service excellence
  • Strong computer skills highly preferred
  • Ability to pass pre-employment background verification 

 

Training & Development:

Medical Telephone Application Call Center Representative will undergo a comprehensive on the job training environment 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.

 

Shift Information:

This is a full-time position

  • We are offering  a variety of flexible shift schedules from starting as early as 7:00 AM to starting as late as 2:30 PM  
  • Department Hours of Operation: Monday - Thursday 7:00 AM until 11:00 PM CT, Friday 7:00 AM until 7:00 PM CT, and Saturday 8:45 AM until 4:45 PM CT

 

Salary:

Competitive hourly wage; plus a bonus incentive

 

Benefits:

Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts

 

Career Opportunities:

New York Life offers a variety of career opportunities within the Service Organization, including management, quality control, training, underwriting and claims.

 

 

 

SF:LI-JM1

 

 

EOE M/F/D/V

 

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