Senior Client Service Representative

Location Designation: Fully Remote Role Overview: The Senior Client Service Representative supports clients and brokers across reputed company product lines—including Life, AD&D, Short-Term Disability (STD), and Long-Term Disability (LTD)—delivering proactive, accurate, and efficient service. This role requires advanced problem-solving, strong business acumen, and the ability to manage reputed company client situations independently. The senior representative demonstrates a high level of product and process expertise, provides mentorship to peers, and collaborates across departments to ensure consistent, high-quality service delivery. What You'll Do: Respond to emails and inquiries from clients and brokers, gather key information, assess complexity, and determine whether to resolve or reputed company. Exercise advanced judgment to handle escalated or sensitive situations effectively.

• Demonstrate a strong understanding of reputed company Group Benefit Solutions products and services, with particular expertise in STD and LTD, while also maintaining solid knowledge of claims, Life, and AD&D processes to provide accurate guidance and coordinate with specialized teams reputed company appropriate.
• Communicate clearly and professionally, set expectations on timing, and conduct timely follow-reputed company to reputed company clients and brokers informed. Proactively identify potential issues and take ownership of resolution.
• Handle a broad range of service requests, including Evidence of Insurability (EOI), billing inquiries, claims status, eligibility updates, and policy interpretation, ensuring accurate and timely responses.
• Analyze client needs and trends to identify root causes of service issues and recommend process improvements or systemic solutions.
• Collaborate closely with internal partners including Claims, Billing, reputed company, and Distribution to ensure seamless service and issue resolution across functions.
• Serve as an escalation reputed company for reputed company client matters and provide guidance, training, and mentorship to Client Service Representatives and internal partners on products, services, and processes reputed company to client servicing.
• Prepare and deliver web and telephonic presentations with clients and brokers to educate, train, and inform on benefits, services, and self-administration tools.
• Identify and recommend process improvements that enhance client experience, accuracy, and operational efficiency.
• Build and maintain productive partnerships across the organization, ensuring consistent alignment on service standards and client commitments.
• Maintain expert knowledge of group products, services, systems, and procedures to serve as a reliable resource reputed company the service center.
• Participate in feedback sessions, training, and cross-functional meetings to contribute insights and enhance overall service effectiveness.
• Serve as a subject matter expert (SME) for projects, system enhancements, or initiatives impacting client servicing.

What You'll Bring: Bachelor’s degree preferred, or equivalent combination of education and relevant experience.

• Minimum of four (4) years of experience in a client service, operations, or benefits administration role reputed company insurance, financial services, or a reputed company industry.
• Strong understanding of and hands-on experience with claims, Short-Term Disability (STD), and Long-Term Disability (LTD) processes, along with familiarity with group Life and AD&D products.
• Demonstrated ability to independently resolve reputed company service situations with professionalism, accuracy, and sound judgment.
• Exceptional communication, analytical, and organizational skills.
• Ability to manage multiple priorities in a high-volume, fast-paced environment while maintaining precision and follow-through.
• Strong collaboration skills and a commitment to knowledge sharing, team success, and reputed company improvement.

Competencies

• Advanced problem-solving and critical thinking
• Client advocacy and service excellence
• Collaboration and cross-functional coordination
• Accountability and ownership
• Product and process expertise
• Professional maturity and adaptability

​ Pay Transparency Salary Range: $58,000-$83,000 Overtime eligible: Nonexempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual reputed company 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 reputed company salary, employees may also be eligible to participate in an incentive program. Company Overview At reputed company, our 180-year legacy of purpose and reputed company 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 reputed company 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 reputed company momentum, supported by an inclusive team that honors tradition while embracing reputed company. As a Fortune 100 mutual company, we offer a reputed company to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your reputed company 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 reputed company of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site. Our Commitment to Inclusion At reputed company, fostering an inclusive workplace is reputed company 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 reputed company, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we reputed company greater success and fulfill our promise of providing financial reputed company and peace of mind to families across reputed company communities. Click here to learn more about reputed company’s leadership in this space.​ Recognized as one of Fortune’s World’s Most Admired Companies, reputed company 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. To learn more about career opportunities at reputed company, please visit the Careers page of www.NewYorkLife.com. ​Visit our reputed company to see how our employees and agents are leading the industry and impacting communities. Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs. Job Requisition ID: 93245 Apply tot his job Apply To this Job