Junior Associate, Concierge Team

New York Life•Leawood, KS

51d•Hybrid

About The Position

This position plays a vital role in assisting the Concierge Team by ensuring efficient case management and delivering exceptional service to brokers, case managers, and external partners. This includes acting as a secondary contact for brokers and Field Directors, coordinating follow-ups, gathering required documents for case submissions, and supporting the onboarding of new firms. The New Business Concierge collaborates with teams like Underwriting and Sales Support to streamline case processing, resolve NIGO issues, and ensure compliance with regulatory standards. Additionally, they participate in ongoing training, contribute to process improvements, and maintain high services standards to enhance operational efficiency.

Requirements

Bachelor’s degree preferred, or equivalent years of related experience
3+ years of relevant customer service and administrative experience.
Strong computer skills with proficiency in Microsoft Office, including Outlook, Word, and Excel.
Strong written and verbal communication skills required, including the ability to communicate technical topics in clear, understandable language.
FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Nice To Haves

Proficiency in PowerPoint, Teams, SharePoint a plus.

Responsibilities

Serve as a key support resource for the Concierge Team, assisting in managing cases and ensuring an exceptional service experience for brokers, case managers, and external partners.
Act as a secondary point of contact for brokers and Field Directors, providing timely updates and addressing inquiries, escalating complex issues as needed.
Proactively assist Concierges by coordinating follow-ups, gathering outstanding requirements, and ensuring all necessary documents are in place for case submission.
Support the Concierge Team in onboarding new firms, introducing them to NYL’s new business processes, requirements, and best practices.
Participate in training and professional development to expand knowledge of products, underwriting requirements, and case management best practices.
Assist in the management of new business submissions, helping to track cases through underwriting, policy issue, and delivery to ensure smooth processing.
Work closely with Field Directors, Underwriting, Licensing & Contracting, and Sales Support to streamline case processing and resolve outstanding requirements.
Identify and assist in resolving not-in-good-order (NIGO) issues, ensuring applications and documentation comply with NYL and regulatory requirements.
Help maintain workflow accuracy and service standards, ensuring timely and efficient handling of cases.
Assist in documenting best practices and identifying process improvement opportunities to enhance efficiency.