Senior Associate, Life Insurance Concierge

New York Life•New York, NY

19h•$89,000 - $115,000•Remote

About The Position

The Life Insurance Concierge serves as a trusted guide for survivors navigating the loss of a loved one and the life insurance claims process. The role is designed to simplify the customer’s experience during one of life's most difficult moments by providing compassionate guidance and connecting survivors with the support and resources they need. In partnership with the Life Specialist and other internal business partners, the Life Insurance Concierge delivers personalized support to help survivors through each stage of the journey.

Requirements

Minimum of five years of relevant professional experience in life insurance, benefits, claims, healthcare, case management, customer advocacy, or a related discipline requiring independent judgment and management of complex or sensitive customer situations.
Experience supporting customers through complex, sensitive, or high-touch interactions.
Working knowledge of life insurance and associated products/benefits, claims processes, or comparable benefits/claims disciplines, with the ability to apply that knowledge to complex customer circumstances.
Proficiency with Microsoft Office and applicable claims, customer service, and communication systems.
Compassion, empathy, and emotional intelligence, with the ability to support individuals navigating loss and other sensitive life circumstances.
Strong interpersonal, verbal, written, and active listening skills, with the ability to communicate with professionalism, empathy, and discretion.
Strong customer service, problem-solving, and relationship-building skills, with the ability to understand individual needs and help reduce barriers.
Strong organizational and time-management skills, with the ability to manage multiple priorities, accurately document customer interactions, and navigate multiple systems during real-time interactions.
Ability to work independently with minimal guidance, exercising judgment to evaluate survivor needs, resolve issues, determine appropriate resources, and coordinate solutions across internal business partners.
Have a continuous improvement mindset, with the ability to identify opportunities to enhance processes, quality, efficiency, and the overall survivor experience.
Digital fluency and adaptability, including the ability to effectively use and adopt emerging technologies and AI-enabled tools in accordance with organizational policies and standards.
Commitment to continuous learning and professional development, including incorporating feedback and seeking opportunities to enhance knowledge, skills, and performance.

Nice To Haves

Experience in life insurance, disability, employee benefits, claims, healthcare, behavioral health, social work, case management, customer advocacy, or a related field.
Knowledge of life insurance, AD&D products, survivor benefits, and claims processes.
Experience supporting individuals during bereavement or other significant life events.
Knowledge of grief, bereavement, Employee Assistance Program (EAP) resources, or other community support services.

Responsibilities

Partner with the Life Specialist, employers, and other internal business partners to deliver coordinated and personalized support for survivors navigating the loss of a loved one and the life insurance claims process.
Independently assess survivor circumstances and needs, applying knowledge of life insurance claims, benefits, available resources, and internal processes to determine appropriate support and guide survivors through complex or sensitive situations.
Guide survivors through the claims process by explaining next steps, assisting with claim submission, obtaining required documentation, coordinating with internal business partners, and maintaining a caring connection throughout the journey.
Evaluate information from survivors, employers, claims partners, and other relevant sources to identify barriers, determine appropriate courses of action, and resolve a broad range of survivor-support issues.
Foster trusted relationships through phone and email communication by assessing survivor needs, reducing barriers, and connecting survivors with the most appropriate resources and support.
Maintain accurate and timely documentation of customer interactions and claim-related activities while utilizing multiple systems to ensure continuity, consistency, and an exceptional customer experience.
Coordinate customer-specific support services and optional remembrance offerings, as applicable.
Use survivor feedback, case experience, operational data, and knowledge of best practices to recommend improvements to processes, resources, and services that enhance the survivor experience.
Identify and resolve a broad range of survivor experience and claims-navigation issues, using judgment to develop solutions when standard approaches do not fully address the survivor's circumstances.