Senior Representative, Case Analyst

New York Life • Overland Park, KS

18h • Hybrid

About The Position

As a Case Analyst, you’ll play a key role in delivering a seamless new business experience for our distributors, agents, and internal partners. You’ll manage life insurance cases from submission through commission payment, ensuring accuracy, compliance, and exceptional service every step of the way. If you enjoy problem-solving, collaboration, and making complex processes feel effortless, this role is for you.

Requirements

• Associate’s or Bachelor’s degree, or equivalent related experience
• 2–4 years of experience in life insurance or the financial services industry
• Customer service and administrative experience (retail life insurance experience is a plus)
• Strong attention to detail with the ability to manage multiple cases simultaneously
• Excellent communication and relationship-building skills
• A continuous-improvement mindset and a collaborative, team-first approach

Nice To Haves

• retail life insurance experience is a plus

Responsibilities

• Process new life insurance business, including good order review, electronic applications, policy preparation, cancellations/declinations, and ordering Attending Physician Statements through third-party vendors
• Maintain accurate, real-time case status updates and reporting in daily case logs
• Proactively follow up on outstanding requirements (medical, financial, licensing, etc.)
• Own the quality of your work by performing self-checks to ensure accuracy the first time
• Meet established service standards and communicate early when timelines may be impacted
• Identify opportunities to improve processes and share recommendations with leadership
• Deliver an exceptional end-to-end customer experience—from case submission through commission payment
• Build strong relationships with distributor representatives through proactive communication and timely, thoughtful responses
• Provide proactive case management and coordination throughout the new business lifecycle
• Partner closely with internal teams including Sales Support, Underwriting, Agent Compensation, Inforce Policy Service, Licensing & Contracting, and Conversion
• Serve as back-up support for the Concierge (Case Manager) as needed for assigned distributors
• Ensure compliance with all regulatory and company requirements, including state regulations, AML, and privacy standards
• Apply sound judgment to resolve issues and escalate appropriately when needed
• Use available job aids, tools, and online resources to find answers efficiently
• Cross-train on all new business processing functions to gain a holistic understanding of the full lifecycle
• Develop strong knowledge of life insurance products, illustrations, and New Business “age and amount” requirements

Benefits

• We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs.
• Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree