Training Senior Associate

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