Senior Associate, Survivor Support Specialist

Location Designation: Fully Remote Role Overview The Survivor Support Specialist serves as a trusted guide for survivors navigating the loss of a loved one and the life insurance claims process. The role is designed to simplify the customer experience during one of life's most difficult moments by providing compassionate guidance and connecting survivors with the support and resources they need. In partnership with the Life Specialist and other internal business partners, the Survivor Support Specialist delivers personalized support throughout the survivor’s journey. What You’ll Do Participate in client-facing opportunities to represent the Survivor Support Specialist role, sharing expertise on the services and compassionate support provided to beneficiaries and families throughout the claims and survivor support experience. Communicates the value and impact of the role by helping clients understand how Survivor Support Specialists provide guidance, resources, and personalized assistance during important life transitions. Partner with the Life Specialist, employers, and other internal business partners to deliver coordinated and personalized support for survivors navigating the loss of a loved one and the life insurance claims process. Independently assess survivor circumstances and needs, applying knowledge of life insurance claims, benefits, available resources, and internal processes to determine appropriate support and guide survivors through complex or sensitive situations. Guide survivors through the claims process by explaining next steps, assisting with claim submission, obtaining required documentation, coordinating with internal business partners, and maintaining a caring connection throughout the journey. Evaluate information from survivors, employers, claims partners, and other relevant sources to identify barriers, determine appropriate courses of action, and resolve a broad range of survivor-support issues. Foster trusted relationships through phone and email communication by assessing survivor needs, reducing barriers, and connecting survivors with the most appropriate resources and support. Conduct proactive outreach for specialized services, as applicable. Maintain accurate and timely documentation of customer interactions and claim-related activities while utilizing multiple systems to ensure continuity, consistency, and an exceptional customer experience. Coordinate customer-specific support services and optional remembrance offerings, as applicable. Use survivor feedback, case experience, operational data, and knowledge of best practices to recommend improvements to processes, resources, and services that enhance the survivor experience. Identify and resolve a broad range of survivor experience and claims-navigation issues, using judgment to develop solutions when standard approaches do not fully address the survivor's circumstances. What You’ll Bring Required Minimum of five years of relevant professional experience in life insurance, benefits, claims, healthcare, case management, customer advocacy, or a related discipline requiring independent judgment and management of complex or sensitive customer situations. Experience supporting customers through complex, sensitive, or high-touch interactions. Working knowledge of life insurance and associated products/benefits, claims processes, or comparable benefits/claims disciplines, with the ability to apply that knowledge to complex customer circumstances. Proficiency with Microsoft Office and applicable claims, customer service, and communication systems. Preferred Experience in life insurance, disability, employee benefits, claims, healthcare, behavioral health, social work, case management, customer advocacy, or a related field. Knowledge of life insurance, AD&D products, survivor benefits, and claims processes. Experience supporting individuals during bereavement or other significant life events. Knowledge of grief, bereavement, Employee Assistance Program (EAP) resources, or other community support services. Skills and Competencies Compassion, empathy, and emotional intelligence, with the ability to support individuals navigating loss and other sensitive life circumstances. Strong interpersonal, verbal, written, and active listening skills, with the ability to communicate with professionalism, empathy, and discretion. Strong customer service, problem-solving, and relationship-building skills, with the ability to understand individual needs and help reduce barriers. Strong organizational and time-management skills, with the ability to manage multiple priorities, accurately document customer interactions, and navigate multiple systems during real-time interactions. Ability to work independently with minimal guidance, exercising judgment to evaluate survivor needs, resolve issues, determine appropriate resources, and coordinate solutions across internal business partners. Have a continuous improvement mindset, with the ability to identify opportunities to enhance processes, quality, efficiency, and the overall survivor experience. Digital fluency and adaptability, including the ability to effectively use and adopt emerging technologies and AI-enabled tools in accordance with organizational policies and standards. Commitment to continuous learning and professional development, including incorporating feedback and seeking opportunities to enhance knowledge, skills, and performance. Work Schedule Full-time position with a standard work schedule of 9:00 a.m. – 5:30 p.m. Eastern Time, Monday through Friday. Pay Transparency Salary Range: $89,000-$115,000 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. 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. 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. 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. 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 Job Requisition ID: 95103 #J-18808-Ljbffr New York Life