Senior Associate, Operations & Service


Date: Oct 5, 2021

Location: New York, NY, US

Company: New York Life Insurance Co


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.




New York Life’s primary distribution channel is the career Agency sales force of more than 12,000 agents, operating in virtually every major city in the United States.  Every agent is affiliated with one of our 117 General Offices. These offices are operated by Agency management teams responsible for agent and management recruiting, development, and sales.  Approximately half our agents operate their businesses out of our General Offices, while the other half maintains independent office locations. 


Our General Offices are divided up among four Zones. In addition to our Zone offices, an Agency Home Office team responsible for strategy, finance, administration, standards, training, marketing and communications supports our agents and field managers.  The Agency operation also comprises teams charged with growing our business in key market segments, including the middle-income market, the advanced (high-net-worth) market, select cultural markets, and the women’s markets. Agents sell individual life insurance, individual annuities, and long-term care insurance products, as well as mutual funds.



  • Serve as the primary owner for deescalating and resolving incidents received from Eagle's IARs in the field; typically comprised of complex case scenarios that are high risk, and/or time sensitive in nature.                       
  • Effectively partner with and assist Eagle's Chief Executive Officer, Chief Operating Officer, Senior Leadership, Operational Management, ASM Relationship Managers, Portfolio Specialists, Product, Internal Sales Consultants, Commissions, and Registration/Affiliations teams to develop, communicate, and execute custom solutions to cases. Also provide support as needed to the stated teams through operational subject matter expertise.                                                                                                                
  • Ensure that all escalated cases consistently progress towards a resolution, and that the appropriate status updates are shared with stakeholders.                                                                                                                                                                                                                            
  • Hold external vendors and internal support teams accountable for deliverables necessary to resolving cases.                                                                              
  • Serve as liaison and primary point of escalation on incidents from customer service reps between Eagle's platform vendors and internal business partners.                                                                                                                                                                                                        
  • Identify tactical and strategic opportunities that improve the Adviser experience, increase operational productivity, and build efficiencies through the analysis of case insights and trends.                                                                                                                                                                                                       
  • Collaborate with the Escalations Unit Manager and Head of Operations & Service to develop and present action plans for Eagle's Senior Leadership team on improvement opportunities.                                                                                                                                                                            
  • Lead and support training initiatives for the customer service rep’s to further develop their subject matter knowledge and proactively address potential learning opportunities.                                                                                                                                                                              
  • As a Registered Principal, provide operational oversight to IAR's transacting in the Discretionary Rep As Portfolio Manager program through daily surveillance of blocked trading transactions.                                                                                                                                               
  • Communicate tactfully and skillfully with Eagle IAR's under challenging circumstances; navigating complex and/or sensitive case scenarios.
  • Conduct principal review and approval of new account submissions into Eagle Strategies.
  • Identify and NIGO accounts which violate the new account policies and procedures.
  • Monitor and manage work items within the principal review workflow queues to ensure that Operations stays within the SLA’s set forth by management.
  • Identify and resolve operational, technical, and compliance issues that may arise during daily activities.
  • Complete special projects and participate in presentations as needed.
  • Will be tasked with leveraging S24 license to assess miscellaneous principal reports and approve client correspondence as needed. productivity.



  • Bachelor's Degree preferred or Equivalent Work Experience
  • 3 - 5 Years of relevant experience.
  • Series 7 & 24 required.
  • Strong knowledge of third-party servicing platforms; Wealthscape & Envestnet.
  • Advanced knowledge of Mutual Funds, ETFs, Investment Advisory products, Brokerage Accounts, & Investment Advisory Managed Accounts. 
  • Strong oral and written communication skills.
  • Working knowledge of MS Word, Excel, Adobe, and PowerPoint.
  • Ability to apply technical, organizational, and functional knowledge through quantitative and qualitative reasoning skills to develop solutions to business cases.
  • Must be a self-starter with a strong sense of ownership on individual case escalations as well as the broader duties within their purview.
  • Ability to multitask under tight deadlines.
  • Ability to make timely and quality decisions.
  • Strong time management skills required.      
  • Requires an experienced person with a strong operational background in the Investment Advisory Managed account business.                                                                                     
  • Strong attention to detail when reviewing documents, transactions, and assessing case scenarios.
  • Exercising sound judgement when considering risks, impact, field perception, and appropriateness of case resolutions for Eagle's clients.
  • Strong customer service skills and ability to manage issues related to heavy call volume of both inbound/outbound calls.
  • Proficient understanding of all New York Life processes impacting the Advisor experience including the adjacent support teams within Eagle Strategies as well as the various business areas that support Eagle IAR's across New York Life.        


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 our Foundation. 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: 83752




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