Client Service Representative

Client Service Representative

Location Designation: Hybrid - 3 days per week

Role Overview:

As a Client Service Representative within New York Life's Institutional Annuities business, you'll play a meaningful role in our Pension Risk Transfer (PRT) portfolio—helping ensure retirees receive the benefits they've earned. This is more than a service role; it's an opportunity to support individuals and families during one of the most important stages of their financial lives.

You'll work with group annuity contracts that fund pension obligations, partnering with retirees, beneficiaries, financial institutions, and plan sponsors to deliver accurate, timely, and compassionate service. Your attention to detail and commitment to service excellence will directly support New York Life's long-standing promise to provide financial security and peace of mind.

We invest in your success from day one. You'll receive comprehensive training on institutional annuity products, contract provisions, and transaction processing, along with ongoing coaching and feedback. As you build expertise, you'll gain valuable experience in retirement benefits, financial operations, and regulatory compliance—skills that open doors to long-term career growth within New York Life.

What You'll Do:

• Handle inbound calls, deferred participants, beneficiaries, financial institutions, and contract holders through inbound phone support
• Interpret group annuity contracts and retirement certificates to accurately calculate and process retirement and death benefits
• Process annuity payments and other transactions with precision, timeliness, and care
• Review forms and supporting documentation to ensure completeness, accuracy, and compliance
• Research and locate participants with due or unpaid benefits, helping ensure no one is left behind
• Manage an assigned caseload proactively to meet service and quality standards
• Ensure all work aligns with internal controls, regulatory requirements, and audit standards
• Contribute to team initiatives, process improvements, and departmental projects

What You'll Bring:

• Bachelor's degree preferred
• Strong analytical and problem-solving skills, with attention to detail
• Proficiency in Microsoft Word and Excel, and comfort navigating multiple systems
• Excellent organizational and time-management skills with the ability to multitask
• Clear, professional written and verbal communication skills
• Previous customer service experience, ideally in a regulated or service-driven environment
• Ability to work independently while collaborating effectively with a team
• Willingness to follow established procedures and stay current with internal controls
• Spanish speaking is a plus

Why New York Life?

At New York Life, you'll be part of a company with over 175 years of financial strength, integrity, and purpose. You'll join a collaborative team that values development, accountability, and making a real difference for retirees and plan sponsors alike.

Pay Transparency

Salary Range: $45,000-$50,000

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.

Company Overview

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners.