Correspondence Analyst

 Job Requisition ID: 91835 

Location Designation: Fully Remote 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

 

 

Role Overview:

The Correspondence Analyst is a pivotal role that creates consistent and compelling user experiences across all communication channels, including email, SMS, and print. This role’s assigned value stream will have a specific focus on business activities relating to customer and client correspondence. This role is responsible for prioritizing, organizing, and delivering outcomes in partnership with stakeholders such as Service, Claims, Distribution, Strategy, Solutions & Marketing, IT, Legal and Vendors.  


What You’ll Do:

Requirements Gathering

 

• Collaborate with cross-functional teams to gather correspondence requirements that meets regulatory standards, are accurate, and are clear and simple to understand.  
• Coordinate with Product Owners and IT teams to translate complex requirements that meets the needs of our stakeholders within our IT systems.  
• Design and develop solutions using document automation platforms such as SmartCOMM.  

 

Portfolio Initiatives  

 

• Gather and organize business needs for key portfolio initiatives, detailing the required experience and skills for managing customer and client communications. Incorporate operational insights to ensure alignment with business goals and stakeholder feedback.
• Coordinate the acceptance of portfolio initiatives, ensuring all correspondence requirements are met and clearly defining the "definition of done" for successful project completion.

Continuous Improvement

 

• Understand the voice of the market and stakeholders to create effective communication strategies and set priorities.
• Identify and implement process improvements across correspondence channels and Group Benefit products.
• Train and support teams on correspondence tools and best practices.
• Track and analyze portfolio initiatives' performance using metrics and feedback for continuous improvement.

What You'll Bring:

 

• Bachelor’s degree in business, health management, or a related field, with at least 5 years in insurance.
• 2+ years of experience with document management systems and forms automation tools like SmartCOMM.
• Proven experience as an Experience Owner (or Product Owner) in Agile projects, building new tools and capabilities.
• Preferred knowledge of Group Benefits (Leave Management, Disability, Life, and Supplemental Health).
• Strong understanding of document management principles, best practices, and industry standards.
• Skills and Competencies
• High level of business acumen, problem-solving, project management, and creative resourcefulness.
• Ability to develop strong relationships across all levels of the organization and with external partners.
• Strong team player with the ability to work effectively with diverse teams and stakeholders.
• Enjoys working hard and looks for challenges; able to act and react as necessary, even with limited information.
• Ability to make informed decisions through analysis, wisdom, experience, and judgment.
• Meticulous attention to detail to ensure accuracy and consistency in al