Senior Service Specialist, Medical Underwriting

Senior Service Specialist

This is a hybrid position based out of our White Plains, NY office. Team members are expected to work onsite one day per week, with one additional onsite day per month for team meetings or business activities. The standard work schedule is Monday through Friday, 9:00 a.m. to 5:00 p.m.

New York Life's Group Membership Association Division (GMAD) is the leading provider of life, disability, and supplemental health programs for the association market. In 2025, GMAD expanded into the Accident & Health insurance market to broaden its product portfolio and execute on a key growth initiative for New York Life. Today, the business has $600M+ of premium in force, 500+ group clients, and nearly 1M customers.

The Senior Service Specialist supports the Medical Underwriting department by delivering timely, accurate service to Applicants, Third-Party Administrators (TPAs), and Underwriters. This role serves as a key resource for internal and external customers, helps ensure efficient application processing, contributes to workflow improvements, and provides guidance to less experienced team members. The ideal candidate has a strong understanding of underwriting processes, customer service best practices, and the systems that support them.

What You'll Do:

• Provide exceptional service to Applicants, TPAs, and Underwriters by responding to inquiries and proactively managing outstanding requirements to keep applications moving efficiently.
• Support the underwriting process by monitoring case progress, preparing reports, and communicating timely status updates to customers.
• Build strong relationships with internal and external partners while delivering accurate, professional, and timely service.
• Participate in workflow improvements, system testing, and process enhancement initiatives to improve efficiency and customer experience.
• Manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Assist with team support activities, including data entry, indexing, and other operational tasks as needed.
• Train, coach, and mentor new team members and contribute to departmental projects.

What You'll Bring:

• Customer service experience with a demonstrated ability to build relationships and deliver high-quality service.
• Knowledge of medical underwriting processes and related insurance operations preferred.
• Excellent written and verbal communication skills.
• Strong organizational, time management, and multitasking skills with exceptional attention to detail.
• Proficiency with Microsoft Office, including advanced Excel skills for reporting and analysis.
• Experience working with confidential information in a deadline-driven environment.
• Knowledge of Group Membership and related underwriting systems preferred.
• Ability to work independently while collaborating effectively across teams.

Salary Range: $51,500-$70,000

Overtime eligible: Nonexempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

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.