Title: Service Analyst – Retail Annuities

Location: Cleveland, OH or Manhattan, NY, United States (Hybrid – 6 days per month)

Job Description:

Are you looking for a role that offers internal growth opportunities and a path for career development? Do you have a passion for customer service, accountability, and problem-solving? The Service Analyst role at New York Life could be a great fit for you! Many of our service analysts transition into roles in marketing, product development, management, and more. It’s the perfect time to explore a career at New York Life Insurance Company and join an industry leader.

The Service Analyst role is primarily remote with scheduled on-site days (1-2 days per quarter). These in-office days provide valuable opportunities for networking with management and colleagues, mentoring, training, and working on your career development. Candidates must be based within 50 miles of the Cleveland, OH or Manhattan, NY office. Special consideration may be given to FINRA licensed individuals for fully remote work.

Benefits:

• Paid vacation that increases with tenure
• Comprehensive healthcare benefits
• 401(k) match
• Pension plan
• Tuition assistance and student loan repayment program
• Flexible spending account (FSA)
• Employee discount program, including discounts at Walt Disney World, Chase, Apple, Royal Caribbean, and more
• Back-up child care assistance program

Qualifications:

• Eagerness to learn and grow
• Strong problem-solving skills
• Excellent written and verbal communication skills
• Good computer skills and the ability to multi-task
• Associate’s or Bachelor’s degree preferred, or equivalent related experience
• Series 6 FINRA license preferred

Primary Responsibilities:

• Serve as the point of contact for customer inquiries and requests.
• Make effective decisions based on comprehensive case analysis.
• Develop expertise in systems and products, software applications, and processes.
• Display strong interpersonal skills in all customer interactions.
• Handle exceptions, escalations, and technical issues in line with New York Life’s philosophy and regulatory requirements, while minimizing costs.
• Contribute ideas to improve the overall customer experience.

Training & Development:

• Paid 8-10 week training program
• Training on financial and non-financial processing, the insurance industry, and product policies
• Tethered calls with mentors during the first week post-training
• Ongoing coaching and feedback to help identify and address areas for improvement
• Monthly career development meetings with your manager

Shift Information:
This is a full-time, Monday through Friday position with flexible 7.5-hour shifts between 8:30 am and 6:15 pm.

Salary:

• Competitive base salary, overtime eligibility, and target bonus
• Salary Range: $35,000 – $50,000
• Overtime eligible: Non-exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No

The actual base salary will be determined based on factors such as experience, qualifications, skills, and job location. In addition to base salary, employees are eligible for an annual discretionary bonus and may also participate in an incentive program.

Career Opportunities:
New York Life values providing top-tier service and offers numerous internal mobility opportunities across various departments. The Service Analyst role will equip you with the skills, experience, and connections needed to transition into roles such as quality control, training, underwriting, claims, sales, marketing, management, and product development.

Our Benefits:
We offer a comprehensive benefits package tailored to the needs of a modern workforce, including leave programs, adoption assistance, and student loan repayment. We continually refine and expand our benefits based on employee feedback, so you can thrive both professionally and personally.

Diversity Promise:
At New York Life, we believe in the power of a diverse workforce. We are committed to advocating for the financial security and success of people in all communities, which is why diversity, equity, and inclusion (DEI) are core principles embedded in our culture. We are proud to be recognized as one of Fortune’s World’s Most Admired Companies, and we strive to improve local communities through employee giving and volunteerism supported by our Foundation. Our mutual structure allows us to operate in the best interests of our policy owners.

To learn more about career opportunities at New York Life, visit our Careers Page.

Job Requisition ID: 91366