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Service Leader, Onsite Relationship Management

New York Life

Austin, TX

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JOB DETAILS
SALARY
$75,000–$95,000 Per Year
SKILLS
Alliance/Partner Marketing, Analysis Skills, Artificial Intelligence (AI), Business Development, Coaching, Communication Skills, Continuous Improvement, Customer Experience, Customer Relationship Management (CRM), Event Management, Facilities Management, Financial Management, Follow Through, Incentive Programs, Interpersonal Skills, Life Insurance, LinkedIn, Metrics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft SharePoint, Microsoft Word, Needs Assessment, Newsroom, On Site Support, Onboarding, Partner Sales, Performance Analysis, Performance Management, Problem Solving Skills, Recruiting/Staffing Agency, Relationship Management, Sales, Sales Management, Sales Strategy, Sales Support, Securities, Set Goals, Strategic Planning, Team Player, Technical Support, Training/Teaching, Volunteer Experience
LOCATION
Austin, TX
POSTED
Today
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 Austin 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
  • 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

#LI-JR1

Pay Transparency

Salary Range: $75,000-$95,000

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.

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. Your ideas drive what's next, and your growth powers it.

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 hereto 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.

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Job Requisition ID: 93711

About NY Life Insurance Company

Diversity & Humanity-two values that are deeply rooted in the New York Life culture and have laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. At New York Life you become a valued part of a welcoming, inclusive, and caring culture that has a long-standing legacy in stability and growth. The strength of New York Life revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance, and we want you to be a part of our legacy.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of a diverse team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly.

Visit our Linkedin to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Required Legal Notices - All Candidates Please Click Here

About the Company

N

New York Life

Facts: New York Life is among the strongest and most respected financial companies in the world. New York Life has earned the highest possible financial strength ratings from each of the four major rating companies: A.M. Best (A++), Standard & Poor’s (AA+), Moody’s (Aaa), and Fitch (AAA).  For 64 Consecutive years, we have led the Million Dollar Round Table, with more members than any other financial institution in the world. New York Life has been recognized as one of the “50 Best Companies to Launch a Career” by BusinessWeek, one of “America’s Best Large Employers” by Forbes and one of the “World’s Most Admired Companies” by Fortune. For the fourth consecutive year, our Boston General Office was recognized as one of the “TOP PLACES TO WORK” by the Boston Globe.

Mission Statement and Values: Our Mission is to provide financial security and peace of mind through our insurance, annuity and investment solutions. We act with integrity and humanity in all our interactions with our policy owners, business partners, and one another. Grounded in both confidence and humility, we serve as stewards for the long term. We are here for good, reflecting both the permanence of New York Life and our commitment to do the right thing in business and society. Everything we do has one overriding purpose: to be there when our policy owners need us. That’s why New York Life is The Company You Keep.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Financial Services
EMPLOYEE BENEFITS
Parking, Performance Bonus, Professional Development, 401K, Employee Referral Program, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Life Insurance, On Site Cafeteria
FOUNDED
1845
WEBSITE
http://newyorklife.com

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