Location Designation: Hybrid - 3 days per week 

Role Overview:

The Service Representative, Research role supports research, compliance, and onboarding operations within a fast-paced environment. This position is responsible for conducting legal and regulatory research, managing documentation workflows, and assisting with system testing and implementation processes. The role operates with a high degree of independence while ensuring accuracy, organization, and timely execution across multiple responsibilities.

What You’ll Do:

• Perform monthly bulk research using tools such as Lexis Nexis.
• Complete and organize batch processing and quotation documentation.
• Handle deferred and ad hoc research requests.
• Support new contract onboarding and installation testing to ensure smooth setup and accurate execution of processes.
• Coordinate the distribution and tracking of W-8BEN forms and maintain accurate records.
• Conduct pre- and post-Normal Retirement Date research and outreach.
• Review and input dates of death from death master files.
• Process participant data changes for newly onboarded contracts.
• Participate in User Acceptance Testing (UAT) to validate system functionality and identify improvements in the administration system.
• Provide phone coverage, respond to inquiries, and offer general research assistance to support cross-functional teams.
• Work independently to manage priorities and meet deadlines.
• Serve as a resource for team members by answering questions, providing guidance, and assisting in training new or existing staff on processes and systems.

What You’ll Bring:

• Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills, with attention to detail
• Proficiency in Microsoft Word and Excel, and comfort navigating multiple systems
• Excellent organizational and time-management skills with the ability to multitask
• Clear, professional written and verbal communication skills
• Ability to work independently while collaborating effectively with a team

Pay Transparency

Salary Range: $45,000-$52,000 

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.

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: 93978