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Sr Representative, Business Solutions Service Team 93995

June 11, 2026

Location Designation: Hybrid - 1 day per month Business Unit Overview The Service Experience Value Stream is focused on delivering efficient, accurate and customer-centered service experiences across the organization. The team partners across functions to support operational excellence, resolve customer needs and continuously improve service processes that strengthen relationships with clients, policy owners, agents and business partners. ***This role can sit in either Cleveland or Dallas Role Overview The Business Solutions Service Team Senior Representative supports the Employee Whole Life product line by reconciling and processing complex premium remittances while delivering exceptional service to agents, policy owners and employer groups. This role plays a key part in ensuring accurate financial processing, resolving payment discrepancies and maintaining strong business relationships with internal and external stakeholders. The ideal candidate demonstrates strong analytical and organizational skills, exercises sound judgment in a fast-paced environment and effectively manages multiple priorities while maintaining a high level of customer service and operational accuracy. What You'll Do * Reconcile and apply incoming life insurance premium payments for group billing arrangements, including employee additions and removals, new business payments, group terminations and policy restorations. * Research and resolve payment discrepancies by partnering with agents, employers and payroll administrators to obtain outstanding requirements and ensure timely issue resolution. * Manage inquiries via phone and email from agents, policy owners and employer groups while delivering accurate, responsive and professional customer support. * Process financial and non-financial transactions through workflow and administrative systems while ensuring compliance with company procedures and regulatory requirements. * Build and maintain strong business relationships with internal and external stakeholders to proactively address service needs, improve operational effectiveness and support positive customer outcomes. What You'll Bring Required Skills * High School Diploma or GED required; Associate’s or Bachelor’s degree preferred. * Experience in accounts payable, accounts receivable, reconciliation or other accounting-related functions with the ability to research and resolve discrepancies. * Strong customer service and communication skills with the ability to professionally manage incoming and outgoing communications. * Demonstrated analytical thinking, attention to detail and problem-solving skills with the ability to make sound decisions in a fast-paced environment. * Ability to manage multiple priorities, meet deadlines and work effectively across various systems and applications. * Strong organizational, interpersonal and time management skills with a commitment to accuracy, accountability and service excellence. Preferred Skills * Two or more years of customer service and/or call center experience within the financial services, banking or insurance industry. * Experience processing financial transactions and working within workflow or administrative systems. * Familiarity with billing or remittance processes. * Experience collaborating with internal and external stakeholders. Additional Information * Hybrid work arrangement with an in-office expectation of 1 day per month. * Location: Cleveland, Dallas. * Training – 10 to 12 weeks. Virtual classroom with 3 days onsite during first week. 8:30am CT to 5:00pm CT * Full-time schedule Monday through Friday with flexibility to work any 7.5-hour shift between 7:00 a.m. and 6:00 p.m. CT. Pay Transparency Salary Range: $46,500-$62,500 Overtime eligible: Nonexempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base 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 base salary, employees may also be eligible to participate in an incentive program. Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting. Company Overview At New York Life, our 180-year legacy of purpose and integrity 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 make 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 forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas 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 outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site. Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental 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 integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life 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 New York Life, please visit the Careers page of www.NewYorkLife.com. Visit our LinkedIn 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: 93995

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...