• Transform the contact center into a patient advocacy center • Develop and implement service standards prioritizing empathy and patient ease • Advocate for the patient voice in meetings using data for improvements • Drive KPIs including Abandonment Rate and Patient Satisfaction • Integrate newly acquired practices into the centralized contact center • Manage departmental P&L focusing on cost-per-interaction • Oversee a hybrid workforce, providing mentorship and training • Implement a rigorous QA program using AI-driven tools • Lead optimization of communication platforms and AI-driven tools

• Communicate via telephone calls (Outbound and potential inbound calls) with customers and potential owners to sell preview package sales/tours, including explaining the opportunities available and answering questions. • Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for an HVC property. • Encourage guests or callers to purchase or schedule preview package sales/tours. • Explain details and requirements related to attending a sales presentation to potential owners. • Check the availability of accommodations and dates, including finding alternative dates or options if the first choice is not available. • Interact with colleagues and guests professionally and promptly. • Contribute to team goals. • Maintain confidentiality of proprietary materials and information. • Always follow company policies and safety procedures.

• Answer inbound calls and provide courteous, accurate, and efficient customer service. • Follow established quality and compliance standards for every interaction. • Verify caller identity and ensure all security and confidentiality procedures are followed. • Access and review program details using internal systems to answer inquiries within program guidelines. • Communicate clear and accurate information in every interaction. • Provide knowledgeable responses to general client questions; escalate complex cases as needed. • Document all interactions accurately in the system and follow up on pending inquiries. • Meet or exceed productivity and service-level agreements (SLAs). • Collaborate with team members, management, and clients to resolve issues effectively. • Recommend improvements to processes or workflows to enhance efficiency.

Location Designation: Hybrid - 1 day per month ***We will be accepting applications through 27 February 2026 *** Overview The Business Solutions Service Team provides service and processes group billing remittances for our Employee Whole Life product line. The team works closely with agents, sales partners, clients, and employers/payroll administrators. The Senior Representative will handle a wide variety of incoming phone requests from our sales agents, employers and payroll administrators, and policy owners with a high degree of customer service acumen in a dynamic environment. What You'll Do Answer inbound calls from agents, policy owners, and employers while demonstrating the ability to quickly understand/anticipate the client's needs and expectations. Interact professionally with clear and effective communication to set the appropriate expectations on timeline of deliverables; and conduct follow-ups as needed. Develop and maintain business partnerships to ensure client's needs are met, potential problems are averted, and service issues are managed/resolved proactively, accurately, and effectively. Understand and be able to articulate information related to group remittance and the Employee Whole Life product, including deductions, sort criteria, billing cycles, etc. Provide our agents, payroll administration contacts, and policy owners with outstanding customer service support. Process basic financial and non-financial transactions using our workflow and administrative systems to include creating escalated items for out-of-scope requests. What You'll Bring Dallas Service Center - Remote with onsite requirement 1 day per month Cleveland Service Center - - Remote with onsite requirement 1 day per month Minnesota Residents only - Fully Remote Pay Transparency Salary Range: $45,000-$55,000 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 hereto 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: 93236