Location Designation: Hybrid - 3 days per week
When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
The ideal candidate will have experience in presenting in front of groups both in person and virtually. The candidate will also be responsible for creating curriculum and delivering training to Sales & Service Center staff. The candidate will support the strategic goals of the department and organization, including support of the AARP Life program, Sales programs, Claims and other departments as the business deems necessary. You will ensure that training content is aligned with all Sales & Service strategies, compliance to all regulatory and suitability protocols, and the highest level of quality. This will require maintaining strong working relationships with Insurance Operations leaders and other departments to support overall department and operational strategies.
You will work closely with the procedures management team, at times helping to compose and update critical procedures that define how front-line customer service representatives completes transaction, speak to our products, and serve our customers. To accomplish this, you may need to work closely with our technologies, compliance, marketing, product development, and operations teams serving as the voice of the front-line customer service representatives making sure that procedures are actionable, thought-through, accurate, and aligned with business and operational objectives.
As part of project teams, you will be responsible for serving as a subject matter expert in customer service and operations providing influential recommendations and alternatives to project leaders.
- Keep up with current and new training methods, delivery systems, knowledge management, and developmental instructional tools to deliver training programs both in person and virtually.
- Leverage knowledge of procedures, systems, and the knowledge management system (LINK) to improve agent effectiveness, retention, and efficiency in the following areas: Customer Service, Sales, Underwriting Support, Claims Support & Digital.
- Participate in the development of service-related systems, forms and training.
- Ensure adherence to company and regulatory guidelines and suitability requirements for any training requiring it.
- Assist in the coordination of intermediate to advanced technical and business projects for SSC.
- Recommend process improvements, compose and edit business requirements for projects ensuring SSC is appropriately represented.
- Coordinate meetings and agendas for communication and clarification to the IT department to recommend changes where appropriate.
- Attend critical project meetings on behalf of SSC and provide thought leadership to ensure new initiatives are aligned with department goals and consumer experience expectations.
- Help in coordinating training efforts for projects and new applications. Ability to work nights/weekends for testing
Requirements:
- Life & Variable Annuity (214) license preferred,
- Bachelor's Degree in Training, Information Technology, Compliance or Quality Assurance.preferred
- 2+ years' related experience required
- Knowledge of MS Office apps & Articulate a plus.
- Identification, evaluation and documentation of process flows, risks, controls.
- Business info process development/design.
- Expert knowledge of Sales and Service processes and procedures highly preferred.
- Understanding of the New York Life Direct business and operational priorities and is aware of what factors are critical to the business's success.
- Ability to influence mid to senior level management in all departments.
- Ability to act independently working with business stakeholders an able to influence said stakeholders in order to drive completion of assigned projects.
- Excellent analytical and problem solving skills.
- Prior Learning & Development and business analysis experience preferred.
- Ability to work independently, performing duties with limited supervision and across multiple departments. Work with peers /CVP to determine if Sales and Service should move forward with a new application or training program that impacts SSC , Premium Accounting, Underwriting, Claims and New Business.
- Extensive interaction with internal members of Sales and Service, other departments and vendors. Ability to communicate new concepts in training and/or procedure documents.
- Ability to influence decisions of others during requirements gathering and review or during high level design process.
- Must be able to work with other business areas such as IT, Digital and Marketing to take complex processes and put into a format that front end users will understand and be able to replicate.
Core training hours are 10:00am - 6:00pm Eastern.
This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.
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Salary range: $55,000-$85,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.
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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.
Job Requisition ID: 90283
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