Customer Service Representative - Funds Onboarding

  • Competitive
  • Cleveland, OH, USA
  • Permanent, Full time
  • New York Life Insurance Company
  • 18 Oct 18

Customer Service Representative - Funds Onboarding

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.

Position Summary

Working under the direction of the Funds Onboarding Manager, the Funds Onboarding Representative is responsible for updating tracking systems and writing to external companies to secure funds. They will also have to follow up with external companies on the status of funds and provide updates to the field. They will also be responsible for applying funds when they arrive. The position is expected to provide outstanding customer service and support to the Field by addressing Funds Onboarding-related inquiries that are received through our call queue or written request.

Primary Responsibilities

• Execute and process routine administrative transactions - including the transition of faxed and mailed correspondence into the administrative system, processing initial funds requests, and conduct routine follow up calls and emails. This involves checking documents for completeness and accuracy, analyzing and correcting errors and omissions, processing and attaching additional material, assembling and routing material that requires exercising judgment based on thorough knowledge of related procedures and precedents. Request documents from agents or the mailroom when necessary. Communicate with agents and general office staff regarding accepted and rejected submissions
• Process initial premium payments and ensure cases are issued. Process related accounting transactions to clear issues such as overpayments, no good checks, and critical items.
• Establish high quality customer relationships - using informational resources and own technical knowledge to respond to customer inquiries.
• Help orient new team members and play a contributory role in team projects.
• Develop and maintain working knowledge of administrative and mainframe systems needed to process service functions.
• Assist team members on a daily basis to complete unfinished work in order to meet Departmental and regulatory standards.
• Field inquiry calls from agents and respond to any inquiry that requires further research within a timely manner.
• Develop working knowledge of all NYL life and annuity products, in addition to the Funds Onboarding process and procedures.
• Work on special assignments as assigned by the manager
• Cross train on job functions within Onboarding such as application entry, requirement review, and manual issues.
• Provide backup phone support for the Product Onboarding Call Center.


• Bachelor's degree preferred, or equivalent work experience
• Working knowledge of insurance/annuity industry
• Experienced with accomplishing multiple tasks and high volumes of work under strict time deadlines.
• Working knowledge of NYL products
• Proficient data entry skills
• Good oral and written communication skills
• Good customer service and listening skills
• Detail-oriented, organized

Shift Information:
This is a full-time position Monday through Friday. The shift for this position will be between 9:30 - 6:00pm.



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