Service Leader, Onsite Relationship Management

New York Life; Moosic (Lackawanna County); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Leave programs

Adoption assistance

Student loan repayment

Job summary

New York Life is seeking a Service Leader for our Northeastern Pennsylvania General Office to strengthen relationships between the Service team, Managing Partner, recruiters, and agents. You will act as the primary liaison, drive service improvements, and promote adoption of digital solutions to enhance productivity.

The role requires FINRA SIE and Series 99 within six months, a Bachelor's degree or equivalent, and excellence in communication and collaboration.

Qualifications

• Must pass FINRA SIE and Series 99 exams within six months of hire.
• Bachelor's degree or equivalent business experience required.
• Strong interpersonal and communication skills and ability to build trusted relationships.

Responsibilities

• Serve as the trusted contact for GO Agency Managers, recruiters, and agents.
• Resolve service escalations with empathy, urgency, and accountability.
• Oversee onsite specialists and monitor productivity metrics.
• Collaborate with Agency sales to align service initiatives with business goals.
• Deliver AI and digital support and training for agents and staff.
• Coordinate local engagement events to strengthen partnerships.
• Lead onboarding for new service tools and capabilities.

Skills

FINRA SIE

Series 99

Interpersonal skills

Communication skills

MS Office

Education

Bachelor's degree or equivalent business experience

Tools

Microsoft Word

Excel

PowerPoint

Outlook

SharePoint

Job description

Location Designation: Fully Onsite

Business Unit Overview

Join our Field Service Team, the driving force behind the delivery of exceptional experiences for New York Life's agents and clients. As part of our diverse team, you will shape seamless customer experiences. Whether you're helping an agent meet their clients' life insurance needs, supporting strategic initiatives designed to enhance our operating environment, or educating our agents on innovative digital solutions, your work will have a direct and consequential impact on our success in fostering customer trust and loyalty.

Role Overview

Join our dynamic management team at our Northeastern Pennsvylvania General Office (GO) as a Service Leader, where you'll play a critical role in strengthening connections across our organization and supporting the success of your local office. In this role, you'll serve as a relationship manager and the primary liaison between the Service team and our local Managing Partner, recruiters and their agents, ensuring seamless communication, collaboration, and alignment of service support with the needs of the General Office.

As a trusted advisor and problem-solver, you'll help match local Agency needs with solutions offered by the Service team, and identify and implement service improvements to make it easier to meet their needs. Through education and advocacy, you'll ensure that our local Agency partners understand the easiest way (whether through technology or personalized support) to accomplish their desired tasks. Your work will be critical to driving a culture of partnership, engagement, and high performance. If you're passionate about creating meaningful relationships and delivering tailored solutions in a collaborative, dynamic environment, this is a great opportunity for you to put your skills to work.

What You’ll Do

• Champion Service Relationships: Serve as the trusted point of contact for GO Agency Managers, recruiters, and agents, understanding their unique needs and ensuring that they receive the service support they need to succeed.
• Resolve Service Escalations: Address concerns with empathy, urgency, and accountability to maintain agent satisfaction and build long-term loyalty; follow through on complex service challenges to ensure resolution.
• Oversee Onsite Specialist(s) at the office to include performance management and monitoring workload to ensure productivity metrics are met.
• Support Strategic Sales Engagements: Collaborate with our Agency sales team to align service initiatives with business development goals, including incentive programs and agent enablement.
• Provide AI & Digital Support: Deliver training, support, and guidance on the use of AI-driven tools and digital platforms, helping agents and staff leverage innovative solutions for enhanced productivity and service excellence.
• Coordinate Local Engagement Events: Plan and execute local events that reinforce partnership, drive engagement, and create opportunities for connection between Service and our sales partners.
• Enable Change and Adoption: Lead training and onboarding for new service tools and capabilities, fostering adoption and continuous improvement.
• Oversee Office Operations: Manage local facilities and technology support; in partnership our Service team, ensure an environment that supports relationship-building and productivity.
• Support Financial Accuracy: Oversee local financial processes with precision, ensuring transparency and accountability in service-related expenditures.

What You’ll Bring

Required Skills

• Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire
• Bachelor's degree or equivalent business experience
• Strong interpersonal and communication skills, with a proven ability to build trusted relationships at all levels
• Ability to effectively advocate for the utilization of new service capabilities among our local Agency partners, and influence strong adoption of digital solutions
• Customer-centric mindset with a passion for understanding and exceeding expectations
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and SharePoint
• Ability to learn quickly while managing in-office responsibilities
• Proactive mindset in identifying and resolving service challenges

Preferred Skills

• Experience in a client relationship, account management, or internal business partner-facing role
• Ability to influence across functions and levels without direct authority
• Strong problem-solving and analytical skills
• Background in training or coaching preferred

Job Level: LEVELMG1

Pay Transparency

Salary Range: $70,000 -$85,000

Overtime eligible: Exempt

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. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

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

Our Commitment to Inclusion

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. 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. Click here to learn more about New York Life’s leadership in this space.

Recognized as one of Fortune's World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.