New York Life Insurance Company
Corporate Vice President, Research and Resolution Team
Be an Early Applicant
The Corporate Vice President leads the Research and Resolution team, managing complaint resolution and ensuring operational excellence, compliance, and superior customer experience through strategic leadership and process improvements.
Location Designation: Hybrid - 3 days per week
This role can be located in Dallas, Cleveland or New York.
Business Overview:
The Customer Advocacy Complaints Team supports the Service Experience Value Stream through complaint review for life, variable, and annuity products, as well as select horizontal teams including Product Interviews/Onboarding, Suitability, and the Regulation 60 unit. The Research and Resolution team manages customer and agent escalations through to completion, including direct communication on outcomes. This role also oversees the In-Force Illustrations team, responsible for delivering policy illustrations for agents.
Role Overview:
The Corporate Vice President must demonstrate strong leadership; deep product and process knowledge; strong problem-solving, conflict-resolution, and communication skills; and a continuous improvement, customer- and agent-centric mindset. The CVP will guide Senior Associates in resolution strategy, represent the team to senior leadership, review and approve complaints, and oversee team performance. The leader will also prepare and present strategic insights and trend analyses to drive customer experience enhancements.
We are seeking a dynamic, experienced leader who ensures operational excellence, regulatory compliance, and superior customer experience through effective team and process management.
What You'll Do:
Strategic Leadership
Develop and execute strategies for complaint resolution, research and resolution accuracy, and in-force illustration processes.
Align departmental objectives with corporate goals to drive efficiency and customer satisfaction.
Operational Oversight
Lead cross-functional teams responsible for complaints, escalations, research and resolution, and illustration accuracy.
Ensure compliance with regulatory requirements and internal policies.
Oversee timely, comprehensive responses to all issues raised in complaints and escalations in alignment with OKRs.
Process Improvement
Champion a continuous improvement culture; identify opportunities for automation and process optimization.
Implement best practices to improve data integrity and cycle-time performance.
Stakeholder Engagement
Partner with senior leadership, Legal, Compliance, and Product teams to address systemic issues.
Serve as liaison for escalated matters and regulatory inquiries.
Lead quarterly leadership discussions on complaint and escalation results.
What You'll Bring:
Minimum 3 years of management experience, preferably in a call center or service environment.
Must hold or obtain within one year a Series 6 or 7, and subsequently a Series 24 or 26.
Proven ability to lead and motivate teams, set clear expectations, delegate effectively, and guide resolution of complex cases while fostering development opportunities.
Strong communication skills with the ability to deliver clear executive summaries, explain findings to stakeholders, and translate complaint insights into compelling narratives.
Demonstrated empathy in customer and agent interactions and active listening in evaluating complaint root causes.
Strong institutional knowledge of products, service teams, and supporting functions, with proficiency in Microsoft applications including SharePoint.
Ability to analyze complex situations, apply predictive analytics to identify trends and prevent escalations, and implement innovative resolution strategies using cross-functional partnership.
Growth mindset with focus on understanding customer needs, influencing process enhancements, and leveraging industry and internal trends.
Proven ability to lead large teams and drive cultural change.
Pay Transparency
Salary Range: $104,500-$149,500
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: 93089
This role can be located in Dallas, Cleveland or New York.
Business Overview:
The Customer Advocacy Complaints Team supports the Service Experience Value Stream through complaint review for life, variable, and annuity products, as well as select horizontal teams including Product Interviews/Onboarding, Suitability, and the Regulation 60 unit. The Research and Resolution team manages customer and agent escalations through to completion, including direct communication on outcomes. This role also oversees the In-Force Illustrations team, responsible for delivering policy illustrations for agents.
Role Overview:
The Corporate Vice President must demonstrate strong leadership; deep product and process knowledge; strong problem-solving, conflict-resolution, and communication skills; and a continuous improvement, customer- and agent-centric mindset. The CVP will guide Senior Associates in resolution strategy, represent the team to senior leadership, review and approve complaints, and oversee team performance. The leader will also prepare and present strategic insights and trend analyses to drive customer experience enhancements.
We are seeking a dynamic, experienced leader who ensures operational excellence, regulatory compliance, and superior customer experience through effective team and process management.
What You'll Do:
Strategic Leadership
Develop and execute strategies for complaint resolution, research and resolution accuracy, and in-force illustration processes.
Align departmental objectives with corporate goals to drive efficiency and customer satisfaction.
Operational Oversight
Lead cross-functional teams responsible for complaints, escalations, research and resolution, and illustration accuracy.
Ensure compliance with regulatory requirements and internal policies.
Oversee timely, comprehensive responses to all issues raised in complaints and escalations in alignment with OKRs.
Process Improvement
Champion a continuous improvement culture; identify opportunities for automation and process optimization.
Implement best practices to improve data integrity and cycle-time performance.
Stakeholder Engagement
Partner with senior leadership, Legal, Compliance, and Product teams to address systemic issues.
Serve as liaison for escalated matters and regulatory inquiries.
Lead quarterly leadership discussions on complaint and escalation results.
What You'll Bring:
Minimum 3 years of management experience, preferably in a call center or service environment.
Must hold or obtain within one year a Series 6 or 7, and subsequently a Series 24 or 26.
Proven ability to lead and motivate teams, set clear expectations, delegate effectively, and guide resolution of complex cases while fostering development opportunities.
Strong communication skills with the ability to deliver clear executive summaries, explain findings to stakeholders, and translate complaint insights into compelling narratives.
Demonstrated empathy in customer and agent interactions and active listening in evaluating complaint root causes.
Strong institutional knowledge of products, service teams, and supporting functions, with proficiency in Microsoft applications including SharePoint.
Ability to analyze complex situations, apply predictive analytics to identify trends and prevent escalations, and implement innovative resolution strategies using cross-functional partnership.
Growth mindset with focus on understanding customer needs, influencing process enhancements, and leveraging industry and internal trends.
Proven ability to lead large teams and drive cultural change.
Pay Transparency
Salary Range: $104,500-$149,500
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: 93089
Top Skills
Microsoft Applications
Sharepoint
New York Life Insurance Company New York, New York, USA Office
51 Madison Avenue, New York, NY, United States, 10010
New York Life Insurance Company Jersey City, New Jersey, USA Office
New York Life Insurance Company Jersey City, NJ Office
30 Hudson Street , Jersey City, New Jersey, United States, 07302
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