Senior Associate, Operations and Customer Experience Senior Specialist

Location Designation: Hybrid - 3 days per week 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

Business Unit Overview  

In Marketing, you’ll dive into a world of diverse opportunities, crafting innovative campaigns, managing impactful content and fostering meaningful connections with key audiences. Collaborate with experts across disciplines, leveraging data and insights to drive decision-making, unlock new growth potential and optimize our differentiating capabilities. 

Role Overview:  
New York Life is hiring a Senior Associate, Operations and Customer Experience Senior Specialist for its Financial Education & Wellness program. The ideal candidate will have an operational and customer experience skill set and have a flexible work style to support a variety of operations functions.


What You’ll Do:

• Management of Financial Education & Wellness program customer service and internal correspondence function for all program offerings.
• Managing the daily inflow of emails, answering questions from Financial Professionals, Employees and Employers, and helping resolve or escalate to team members and IT as needed.
• Tracking of Financial Education & Wellness program feedback.
• Reviewing feedback mechanisms daily (including customer experience surveys and feedback submitted through our website) to ensure any feedback is addressed in timely manner, and escalated for resolution, as necessary.
• Ensuring a smooth onboarding process for financial professionals participating in the Financial Education & Wellness program.
• Facilitating set-up with IT integrations (Salesforce, Calendly and other CRM experience a plus), problem solving any technical issues that come up as part of that process, and uploading to the Financial Wellness & Education digital platform.
• Shepherding interested participants through the internal vetting and approval process.
• Documenting new and maintaining evolving processes across the program.
• Assisting in thoroughly documenting and enhancing key program processes as we continue to expand, including collaborating across the team to develop process maps and author Standard Operating Procedures (SOPs).
• Content management.
• Managing the Financial Education & Wellness website content, ensuring content is approved and updated, and uploading new content as needed.
• Program maintenance auditing.
• Running monthly/quarterly program auditing reports to ensure that Agents in the program continue to meet necessary requirements (licensing, compliance, etc.).
• Maintaining accurate and organized data and file architecture to ensure compliance with company records retention policies.
• Ad Hoc duties as assigned.
   

What You’ll Bring:  

• Bachelor’s degree and/or equivalent experience
• 5+ years of experience in customer experience or operations roles (financial services, insurance, workplace and B2B2C market experience a strong plus)
• Strong customer service, correspondence writing, and communication skills
• Operational project management experience with strong organizational skills and attention to detail
• Experience with Visio, Web Publishing, OneDrive, Microsoft Teams, and Outlook
• Growth mindset/willingness to evolve current skillset and learn new programs and processes to support the evolution of the team’s needs and market expectations
• Agile, self-starter with strong work ethic and the ability to work on multiple projects in a dynamic work environment
• Collaborative work style with ability to effectively interact with colleagues across the organization