Senior Associate - Complaint Review Unit


Date: Jan 13, 2022

Location: White Plains, 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 Insurance Company (“New York Life”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, and is one of the most financially strong and highly capitalized insurers in the business. At year end 2013 New York Life had a total surplus of $21.141 billion and holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa ; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 6/18/14)


Financial strength, integrity and humanitythe values upon which New York Life was founded—have guided the company’s decisions and actions for nearly 170 years.


Summary Description of Position: Investigates and responds to regulatory requests and sales practice complaints made against Company Agents and Registered Representatives. Evaluates and distributes non-sales practice complaints to the appropriate area of the Company for review and ensures that thorough and timely response is made.


Duties and Responsibilities:

  • Thoroughly investigates and responds to agent-related policyowner complaints. Formulates and extends monetary and other types of offers to resolve customer complaints. Adheres to quantitative and qualitative indicators relative to productivity, turnaround time, completeness, and accuracy.
  • Reviews and assigns correspondence to responsible handling areas.
  • Ensures that all complaint responses made by the Company are complete, accurate, and made in a timely manner. Also ensures that Company responses to complaints received from regulatory authorities are made within the timeframe prescribed.
  • Refers matters to Errors and Omissions carrier where appropriate. Recommends agent disciplinary actions and commission reversals when warranted.
  • Maintains Corporate Compliance Complaint Tracking Database (CTS) to ensure that information in the database accurately reflects the status of each case.


General Profile:

  • Bachelor's degree.
  • Excellent organizational, analytical, and reading comprehension skills.
  • General knowledge of life insurance and annuities.
  • Excellent written and oral communication skills.
  • 4+ years of relevant work experience (Customer Service, Life Insurance, Investigative)
  • FINRA Series 7 License or obtain the Series 7 license within 12 months of hire.
  • Complete LOMA 280 "Introduction to Life Insurance and Annuities" within 6 months of hire if no prior life insurance company experience.
  • Uses best practices and knowledge of internal or external business issues to improve products or services
  • Solves a broad range of problems; takes a new perspective using existing solutions
  • Works independently, receives minimal guidance

Functional Knowledge: Understands key business drivers; uses knowledge of best practices and the competition to improve processes and procedures


Problem Solving: Solves a broad range of problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information and education and/or equivalent experience


Decision Making/ Nature of Impact: Makes decisions within broad guidelines and policies that impact own team and other related teams


Communication Requirements: Explains difficult or sensitive information; collaborates with others to build consensus


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: 85222




Nearest Major Market: White Plains
Nearest Secondary Market: New York City

Job Segment: Social Media, Database, Marketing, Technology