Service Representative, Research

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.
• Cook up and track 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 & Benefits

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.

About the Role

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.

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.

Our Commitment to Inclusion

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.

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.

Job Requisition ID

93978