Junior Associate, Concierge Team

About the role

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.

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.
• Aid 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.
• Aid in documenting best practices and identifying process improvement opportunities to enhance efficiency.

Requirements

The ideal candidate should have 3+ years of relevant customer service and administrative experience. Strong computer skills with proficiency in Microsoft Office, including Outlook, Word, and Excel. Proficiency in PowerPoint, Teams, SharePoint a plus. Strong written and verbal communication skills required, including the ability to communicate technical topics in clear, understandable language.

Qualifications

Bachelor’s degree preferred, or equivalent years of related experience.

Skills

The ideal candidate should have strong computer skills with proficiency in Microsoft Office, including Outlook, Word, and Excel. Proficiency in PowerPoint, Teams, SharePoint a plus. Strong written and verbal communication skills required, including the ability to communicate technical topics in clear, understandable language.

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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Pay

Pay Transparency
Salary Range: $46,500-$65,000
Overtime eligible: Nonexempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location.

Company Overview

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter.

Inclusion

We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.