Customer Service Representative - Contracting and Licensing (36547)
New York , New York
February 03, 2017

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.




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.


New York Life has over 120 General Offices throughout the country. The General Office is the company’s first point of service for our agents and policyholders. We help our agents make a difference in the lives of countless people in your community. We employ highly trained customer service professionals responsible for supporting the insurance agent management team by handling new business sales processing and administrative support functions. Our goal is to deliver best-in-class service to our agents and clients in a cost-effective manner.


New York Life's Service Organization strives to provide best in class service by making every service experience a positive one. It is the hallmark of what we do and how we keep good going. We are looking for customer focused accountable, efficient and engaged professionals who are dedicated to and guided by a commitment to service excellence.



The Contracting & Licensing function of the General Offices is responsible for processing new agent contracts and ensuring agents are licensed and registered to sell New York Life products.  The department directly supports Agency Management by providing the full-scope of administrative assistance from the recruiting stage through the contracting and licensing stage. 


Working under the direction of the Administrative Manager, or Assistant Contracting Manager, the Contracting Analyst is responsible for processing simple contracts.  Simple contracts represent approximately 40% of contracts we receive and include Part Time Training Allowance contracts (PTAS), Full Time Training Allowance Contracts (TAS) and non-TAS contracts (N-9).  The Analyst reviews, scans, and processes the new agent simple contracts.  The Analyst also processes complex contracts and the 3010 log under supervision of a Senior Analyst, Assistant Contracting Manager or Administrative Manager. This requires knowledge in the following areas: contract approvals, FINRA registration, New York Life's employment policies and procedures related to new and experienced agents, state & federal regulations related to employment and agent supervision, and the Agent benefits programs.  Due to the highly regulated nature of the job, the Analyst is closely supervised by higher-level staff such as Senior Contracting Analysts or the Assistant Contracting Manager.



  • Facilitates the agent recruiting process including preparing interview kits and contract packages, assisting agent candidates with scheduling state licensing exams, reviewing simple contracting paperwork for proper completion, submitting contracting paperwork to Home Office, provide statues updates to Recruiters and advise them of any additional requirements needed.  This also includes meeting with agent candidates throughout the hiring process to review and complete forms, explain various agent programs and benefits and obtain additional documentation required for contract approval.
  • Processes complex contacts and the 3010 log under direct supervision.
  • On-boards new agents to include assigning office space, setting/ordering phone, voicemail, mailbox, business cards and stationary.  Assists in enrolling agents in company programs by explaining the information to them, completing forms and updating applicable systems (e.g. agent group benefits, sales materials, FINRA requirements, field technology, broadband, social ware, illustration support.)
  • Processes renewal licenses and non-resident licenses for new and established agents.   This includes researching license requirements, communicating this information the agent, following up with the agent for requirements, and submitting the requirements for company records.   Responsible for updating Company and external records both in documentation and in systems such as Marketer, the Department of Insurance, and FINRA.
  • Processes agent terminations/resignations.
  • Provides support to the Agency management including greeting agent candidates, correspondence and bulletins, answer and make phone calls, set appointments and prepare for appointments, open and review incoming mail, print production reports from Company systems.  This position may provide support to Agency Standards Consultant by maintaining interview logs, recording and following up on red flags, and documenting complaints.
  • Maintains receipts for Managing Partner’s discretionary account.
  • Operates the office reception area including answering and directing phone calls, greeting customers and potential agent candidates, and directing client inquiries in-person or over the phone.      
  • Involved in event planning for agency management which includes setting up for weekly training classes (arranging rooms), preparing training materials (copy and assemble), and monitoring attendance in training classes.



  • Associates, or Bachelor’s degree preferred, or equivalent years of related experience
  • Minimum 2 – 5 years of customer service experience required
  • The ideal candidate should have customer service and administrative experience (i.e., retail, banking, real-estate)
  • Strong  computer skills and ability to multitask


    Customer Service 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.


    This is a full-time position Monday through Friday. Candidates should be flexible to work any 7.5-hour shift between 8am – 6pm during the work week.


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


    Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts


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








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 15, 2015.  See  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.

A little about us:
From sales careers to professions in insurance and investments, we lead the way.

Know someone who would be interested in this job? Share it with your network.