• Provide primary support for Messenger Pigeon, our flagship app, along with support for our other products as needed • Respond to user inquiries across phone, live chat, and email in a timely, friendly, and professional manner • Problem solve, troubleshoot issues, answer questions, and guide customers to solutions with patience and clarity • Escalate complex or unresolved issues to the appropriate team when needed • Document user interactions and feedback to help us continuously improve our products and support experience • Help plan and facilitate workshops for our users, sharing tips and best practices for getting the most out of our products • Contribute to a team culture that values empathy, care, and genuine human connection over speed metrics alone

• Assist customers with inquiries, account navigation, payments, and account changes via phone or email. • Provide exceptional customer service by actively listening to customer concerns and addressing them promptly and accurately. • Utilize critical thinking and problem-solving skills to resolve customer issues and inquiries effectively. • Multitask efficiently and adapt to changing priorities in a fast-paced environment. • Perform data entry tasks accurately and efficiently to update customer information and account details. • Follow instructions and company policies diligently to ensure compliance and consistency in customer interactions. • Manage time effectively to meet service level agreements and maintain high-quality customer support. • Collaborate with team members and other departments to resolve complex customer issues and improve processes. • Drive company goals and objectives in every customer interaction.

Job Requisition ID: 94372 Location Designation: Fully Remote This position requires you to be bilingual in Mandarin or Cantonese. Life Solutions Customer Service Professional Role Overview New York Life is seeking Customer Service Professionals who are passionate about helping others and enjoy solving problems. In this role, you will serve as a primary point of contact for customers, providing support on life insurance products and policy transactions while delivering a best-in-class customer experience. This is an excellent opportunity to build a career with a Fortune 100 company known for its culture, training, stability, and long-term career opportunities. Comprehensive paid training is provided-no prior insurance experience required. What You'll Do - Serve as the first point of contact for customers, handling both routine and complex inquiries - Resolve customer issues efficiently while reducing customer effort and driving positive outcomes - Assist customers with policy-related transactions such as payments, withdrawals, and general policy inquiries - Communicate clearly and professionally with customers via phone and written channels - Deliver high-quality service that reflects New York Life's brand and commitment to excellence - Work independently and collaboratively in a fast-paced, customer-focused environment - Attend up to two on-site workdays per quarter following completion of training What You'll Bring: Required Skills - High School diploma or GED required; associate or bachelor's degree preferred - Customer service or problem-solving experience preferred - Strong verbal and written communication skills - Ability to interpret customer needs, identify solutions, and take ownership of issues - Ethical, accountable, and sound decision-making skills - Proficient computer skills with the ability to multitask - Spanish speaking preferred but not required. Training & Development New York Life provides a comprehensive, paid training program that covers life insurance products, policy provisions, systems, and customer service skills. Ongoing coaching, feedback, and mentoring support your success, including up to 20 days of on-site training for face-to-face learning. With New York Life's financial strength and long-standing commitment to development, many Customer Service Professionals advance into new roles within 12-24 months. Compensation & Benefits - Competitive full-time base salary - Overtime eligibility and annual bonus potential - Comprehensive benefits package, including: - Medical, Dental, and Vision coverage - Paid vacation and holidays - 401(k) with company match and pension plan - Student loan repayment and tuition reimbursement - Flexible spending and health savings options - Discounted fitness memberships Schedule - Full-time, Monday through Friday - No weekends - Our schedules start and end somewhere between 7:45 am EST and 7:15 pm EST. Job Level: LEVELCS2 Pay Transparency Salary Range: $43,000-$45,045 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. 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. Job Requisition ID: 94372

Role Description We are looking for a detail-oriented and customer-focused Customer Support Specialist to serve as a key point of contact for our clients. This fully remote role is responsible for handling inbound and outbound communications, resolving customer issues, and ensuring requests are routed efficiently to the appropriate teams. The ideal candidate is organized, communicative, and committed to delivering a positive customer experience while working in a remote environment. - Answer incoming calls and route them to the appropriate department (Sales, Scheduling, Collections, Design/Permits) - Return missed calls and voicemails in a timely manner - Provide accurate inspection report status updates to clients upon request - Conduct invoice outreach, including outbound payment calls and escalation to collections when necessary - Assist clients in understanding reports when designs are not required - Direct clients to their Account Manager for detailed report reviews when designs are required - Serve as the primary point of contact for customer inquiries, complaints, and support cases - Resolve customer issues when possible, ensuring a high level of customer satisfaction - Manage and monitor cases in Salesforce, ensuring they are assigned and routed correctly - Actively work on customer service-related cases and follow through to resolution - Escalate cases appropriately when additional support or intervention is needed Qualifications - 2+ years of customer service or call center experience - Fluent and confident in English (both verbal and written) - Excellent phone etiquette and interpersonal skills - Ability to multitask and manage a high volume of calls and cases - Experience working in a remote environment preferred - Experience with CRM systems (Salesforce preferred) - Strong problem-solving skills and attention to detail - Ability to remain calm and professional in high-pressure or escalated situations - Team-oriented with a proactive approach to supporting clients and internal teams