Claims Intake Representative
Location:
Cleveland , Ohio
Posted:
October 19, 2017
Reference:
57028-en_US

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 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion.  As of year-end 2016, New York Life’s surplus was $23.336 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 8/17/16).

 

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.

 

 

 

Are you a personable, customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader?  If so, New York Life Insurance Company may be the company for you.

 

For more than 170 years, New York Life has kept every promise made to our policyholders and their loved ones - whether to help pay for final expenses, send a child to college, or create an inheritance. We are now looking for strong customer service representatives to join our Life & Annuity Claims team.

 

Under the direction of the Claims Intake Manager, the Claims Intake Representative must respond to the daily phone interactions with our beneficiaries/insureds and New York Life Agents as it relates to the notification of death or disability waiver, sending the necessary requirements to the beneficiary/insured to complete and handling of our simplified paperless claims processing.  They must be able to problem solve by providing information, processing transactions or directing requests to other functional business teams. In this position, the Claims Intake Representative is expected to negotiate and provide alternatives and options during phone calls. Must possess and demonstrate ability to fact find and gather information, making appropriate decisions with focus on first call resolution with little facilitation. Additionally, the Claims Intake Representative will be responsible for stretch assignments assigned by the manager. This position requires a strong ability to grasp new concepts quickly and present the information with a strong level of confidence and professionalism. The Claims Intake Representative will be required to attend classroom and online trainings specific to the claims process.

 

Primary Responsibilities:

  • Answer incoming calls from Agents and Clients while processing applicable transactions during call and creating work items in Automatic Work Flow (AWF) as necessary
  • Establish high quality customer relationships - using information resources and own technical knowledge to respond to external and internal inquiries
  • Active involvement in stretch assignments, i.e., enhancing claims knowledge through e-learning’s and classroom led training
  • Develop and maintain working knowledge of administrative and mainframe systems needed to process service functions and perform at a fast pace with high accuracy and quality
  • Develop expert knowledge of all products in assigned skill sets, software applications and processes
  • Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, technical knowledge and decision making
  • Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing

 

Qualifications:

  • Associate's or Bachelor's Degree preferred, or equivalent years of related experience   3.0 PGA Preferred
  • 1+ years of customer service experience required in a related field
  • Strong PC skills to include Word, Excel, Lotus Notes with the ability to navigate multiple applications during call handling

 

Training & Development:

Claims Intake Representatives undergo a comprehensive paid on-site training program to learn about the insurance industry, product and policy provisions and transaction processing.  Coaching and feedback is provided to help you gain the necessary skills to be successful.

 

Salary:

Competitive full-time base salary, overtime eligibility plus target bonus

 

Benefits:

Paid vacation, Health care, 401K match, Pension plan, Tuition assistance, & Flexible spending accounts

 

Career Opportunities:

New York Life offers a variety of corporate opportunities within the Service Organization, including supervisory, quality control, training, underwriting and claims.

 

 

 

SF:LI-AT1

 

EOE M/F/D/V

 

If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811.

 

*Based on revenue as reported by “Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 17, 2016.  See http://fortune.com/fortune500/  for methodology.

**Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company’s long-term financial strength and stability and is presented on a consolidated basis of the company.

 

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.


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