MANAGER - Loan & Withdrawal


Date: May 3, 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 Loan & Withdrawal Manager is responsible for assisting the designated Officer in overseeing, managing and suporting the daily activities of the Loans & Withdrawals Team.  This includes transaction processing and customer support of all Traditional Life policies.  The manager must continually monitor and adjust work flow to ensure that all daily processing or other required work is completed efficiently and perform quality checks to ensure accuracy from both departmental and regulatory standpoints. The manager is also accountable for providing support to the SRT Staff by assigning the proper coverage of subject matter experts. The Manager is also responsible for performance evaluations, performance counseling and training of their individual staff members as well as assisting them in their growth and career development. 

The Manager is expected to review procedures and implement changes to procedures as specified by the Corporate Vice President , regulatory or audit authorities.  They will assist in drafting updates to procedures when new products are introduced or system changes are required.  

The Manager must resolve issues, such as complaints from policyholders and agents related to all service requests.  They use their knowledge of how related service areas (for example, tax and claims and ownership teams) work together to positively impact the achievement of department and company objectives. They handle high-profile complaint requests and lead project teams associated with the work functions of the team (for example recovery efforts to update company records or to develop new procedures applicable to the work functions that they oversee.


• Oversees the daily activity of the Loan & Withdrawal Team with regard to completing service requests within departmental turnaround and accuracy standards.
• Leads development of staff, to include knowledge and soft skills, to improve functioning and service delivery capabilities by reviewing Quality Assurance and Call Monitoring results.
• Works within established departmental procedures to resolve all service related issues.
•  Handle escalated service requests such as Presidential, Executive Officer and Department of Insurance complaints.  Such as a policyholder complaining that service was not completed in a timely manner.
• Establish high quality customer relationships with policyholders and agents by evaluating and communicating technical content in a clear manner and resolving service issues via email, fax, telephone or letter response.
• May act as a technical expert or be familiar with resources to get technical level questions answered. Provides subject matter guidance on all service transaction requests and company procedures related to those requests, to more junior team members.  
• Has a working knowledge or mastery of administrative and mainframe systems needed to process service requests.
• Work on special assignments as assigned by the Corporate Vice President to include service issue recovery efforts, system enhancements.

This role provides a hybrid (3:2) work schedule and allows for remote work Monday and Friday with in-office work Tuesday - Thursday.


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: 86413



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Loan, Social Media, Mainframe, Claims, Manager, Finance, Marketing, Technology, Insurance, Management