Date: Sep 20, 2022

Location: Dallas, TX, US

Company: New York Life Insurance Co



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.



The Inforce Illustration team is responsible for providing customer service to our agents, Field Management and clients daily by producing policy illustrations for traditional life products. The manager is overseeing a team of Service Professionals based in New York, Dallas and Cleveland and is responsible for representing NYL and overseeing, managing and supporting all activities associated with the Inforce Life Illustrations Team.


Primary Responsibilities:

  • Manage the day to day activities of the Inforce Illustration teams 9 Representatives.
  • Ensure all reporting and coaching tools are used efficiently and effectively to identify trends, issues and improvement opportunities.
  • Assure the staff is responsible and responsive to customers’ needs and meet performance standards and quality objectives.   
  • Provide leadership and demonstrate the ability to train, guide and mentor team members; fostering an environment of service excellence.                                                                                                                   
  • Establish, maintain and enhance team procedures and policies to improve service and efficiencies.  
  • Oversee and provide guidance on complex cases and requests for top producing Agents.
  • Work with Technology (Illustration Programmers) to resolve known system issues and communicate/facilitate enhancements
  • Coordinate with other areas of the company to assist in providing inforce illustrations and researching complex inquiries.
  • Maintain a strong working knowledge of all life products                                                                                                                                                                                                                                                            
  • Respond to all inquiries from agents on escalated issues.
  • Participate in special projects as assigned by the Sr Management.



  • High School diploma or GED required; College degree preferred
  • 2+ years of customer service leadership experience required
  • Thorough knowledge of Life Products required
  • Inforce illustration experience strongly preferred
  • Proficiency with Microsoft Office Suite required; including Microsoft Word and Excel
  • Strong oral and written communications skills
  • Ability to multi-task and handle changing priorities
  • Ability to work collaboratively and as part of a team
  • On the job training with Supervisor, Technical experts and Online courses






Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.


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


Job Requisition ID: 87507



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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