Financial Services - Variable Products Call Center Manager

  • Competitive
  • Cleveland, OH, USA
  • Festanstellung, Vollzeit
  • New York Life Insurance Company
  • 16 Aug 17

Financial Services - Variable Products Call Center Manager

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.

New York Life Insurance Company's Service Organization seeks a Variable Products Call Center Manager. The Service Organization strives to deliver a compassionate, simplified customer service experience that enhances the brand of our company and agents. 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 dedicated to and guided by a commitment to service excellence.

The Variable Products Call Center Manager is responsible for overseeing day to day handling of all call center activities including inbound calls from NY Life agents, their staff and directly from clients.

Primary Responsibilities :

  • Oversee the management, coaching, and development of small to medium sized teams
  • Manage staffing, work schedules and monitoring of multiple call queues to ensure that department standards and company guidelines are met
  • Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team member.
  • Review procedures and implement changes to procedures as specified by the Corporate Vice President , regulatory or audit authorities
  • Demonstrate advance knowledge of NYL products, processes and guidelines to ensure compliance and strong customer satisfaction results.
  • Respond to customer inquiries or complaints. Manage call escalations from clients and agents related to all service requests
  • Analyze call volume data and forecasting to appropriately staff team to meet service level goals
  • Handle all stretch projects assigned by Manager and assume back up duties of the Manager as needed.
  • Consistently demonstrate a positive and strong leadership role by creating a positive work environment, recognition program, and engaging & empowering team members consistently, fairly and with integrity.

Desired Skills & Experience :
  • Bachelor's Degree - Finance or Business discipline highly preferred
  • 3 to 5 years of experience managing call center quality monitoring and surveying tools preferred
  • 3 to 5 years of experience managing real-time monitoring of call center agents to monitor productivity, metrics, employee demeanor, technical accuracy, and conformity to company policies
  • FINRA Series 6, or 7 is required (or the ability to obtain within 6 months of hire)
  • Industry recognized courses and designations (ie. like LOMA but not limited to).Certifications (ie. Call Center Associate Certification)and other relative activities highly preferred
  • Excellent verbal and written communication skills along with listening skills
  • Positive, customer focused attitude with a desire to exceed customer expectations, as well as develop team members
  • Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Lotus Notes with the ability to navigate multiple applications)
  • Development of departmental objectives for the team to ensure task completion; coordinates work activities with other supervisors

Competitive base salary, plus bonus eligibility

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

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



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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 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.