| 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 2015 operating earnings of $1.875 billion. Total assets under management at year end 2015, with affiliates, totaled $528 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 8/11/15).
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.
Supervises a Telemarketing/Customer Service team in the Sales and Service area. Provides coaching, counseling, feedback and direction to Service Agents. Responsible for leading daily activities of the team and coordinating service delivery for the department. Hire, train, coach, and mentor staff and proactively participate in staff development. Ensure the department meets all contractual service level agreements and identified business metrics. Responds to Member inquiries or complaints and assumes duties of Director as needed.
Lead and manage a unit of sales and service Agents and support staff.
Monitor, evaluate, and provide feedback on Agent calls, mail processing, outbound calls, and customer correspondence.
Ensure quality standards are met with member communications.
Meet or exceed identified Agent, team, and department productivity and effectiveness goals.
Review and prepare individual and unit productivity reports on a daily, weekly and monthly basis.
Coordinate and deliver communication to staff via regular meetings and presentations.
Coordinate department activities and events as necessary.
Maintain current knowledge on life insurance related issues.
Maintain knowledge of processes and procedures in order to effectively deliver customer service.
Provide guidance to Agents on technical and procedural issues.
Responsible for all personnel matters such as hiring, coaching, training, conducting performance evaluations, and approving schedule changes and vacation, attendance and overtime matters.
Interactaction and coordination of customer and staff resolutions with other departments on a daily basis.
Responsible for decision making on customer related matters.
Bachelor's degree or equivalent experience required.
Strong motivational, organizational and communication skills (both oral and written).
Working knowledge of sales and customer service processes.
Working knowledge of contact center technologies and tools including workforce management tools, forecasting, and ACD telephone system.
2 to 3 years financial service/insurance industry experience and leadership experience.
Ability to work independently and as part of the management team.
Strong problem solving and analytical skills.
Experience handling tasks, complaints, problems, and assignments in a call center environment.
Strong computer skills required.
Life, Health and Variable Annuities License (#215) or ability to obtain in 90 days.
Familiarity with scheduling and forecasting in a customer service and sales environment
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* Based on revenue as reported by "Fortune 500, Ranked within Industries, Insurance: Life, Health (Mutual)," Fortune Magazine, June 15, 2015. See http://fortune.com/fortune500/2015/ for methodology.
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.