Senior Associate, Website and Salesforce Support

New York Life Insurance Co•New York, NY

15d•Hybrid

About The Position

The Third-Party Change Management and Optimization team oversees product and regulatory changes that impact the entire Third-Party service organization. This role operates at the center of business, technology, and service, ensuring changes are delivered efficiently, accurately, and with measurable value. The team strives to modernize the business, improve processes, create capacity to focus on high value-added work, promote continuous improvement, reduce expenses, and allow the business to enhance the team as well as the customer/advisor experience. The Senior Associate will ensure the smooth and continuous operation of our website and Salesforce by performing regular updates, troubleshooting issues, and ensuring optimal user experience on platforms. The Senior Associate plays a key role in driving initiatives. This includes managing a structured backlog, partnering with cross functional stakeholders, and delivering iterative enhancements that improve user experience and increase operational efficiency. The Senior Associate will also own relevant metrics that measure success and report back to management on the results.

Requirements

6+ years of annuity related experience is required.
Bachelor’s Degree required.
Ability to work as a team member.
Knowledge of annuity products, procedures, processes, and distribution is required.
Familiarity with Agentforce capabilities (e.g., automation, AI driven support, workflow optimization) and how they apply to servicing models.
Must possess excellent organizational and time management skills.
Initiative-taking individual who is skilled at troubleshooting and problem solving.
Strong written and verbal communication skills
Excellent analytical skills with attention to detail are required.
Proven ability to multi-task and quickly assess and adjust priorities.
Proactive mindset and strong work ethic
Understanding of Third-Party distribution channel
Proficiency with NYL systems such as rPay, DMS, AWF, and Salesforce
Proficient in MS Word, Excel, and PowerPoint
FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Responsibilities

Support and coordinate the implementation, customization, optimization, and testing of multiple platforms for products, regulatory changes, and enhancements that relate to the Third-Party Distribution service organization.
Manage and maintain a centralized intake and prioritization framework (backlog) for all changes using Agile principles.
Ensure changes are delivered iteratively with clear acceptance criteria, testing, and stakeholder validation.
Monitor and optimize team performances, identify areas for improvement, and implement enhancements to streamline processes and increase efficiency.
Identify opportunities to leverage Agentforce (e.g., automation, guided workflows, AI-driven insights, case management enhancements) to improve service efficiency and user experience.
Maintain thorough documentation of enhancements, as well as generating reports and analytics to track usage of platforms.
Partner closely with service and technology to deliver scalable, user-focused solutions.
Analyze processes and platform usage to identify inefficiencies and implement improvements that increase capacity and reduce manual effort.
Communicate with and respond to inquiries from internal and external customers regarding product and regulatory changes that impact Salesforce and website.
Represent the team in meetings with other NYL Departments as required.
Keep up to date on best practices, industry trends, and new enhancements to drive efficiencies on platforms.
Work closely with the development and design teams to implement new features and updates as defined and executed for the website as well as Salesforce.