National Virtual Service Counter Manager

Location Designation: Hybrid - 3 days per week
Join our Field Service Team, a key driver in delivering exceptional experience for agents and clients nationwide. As part of our Field Service organization, you will help shape seamless customer experiences and support new business growth.
Role Overview:
Step into a pivotal management role as the National Virtual Service Counter (VSC) Manager (MG1), where you'll lead a remote team of ~12 direct reports responsible for high-volume appointment scheduling for new business across the United States. You will ensure optimal coverage of appointment slots, balancing internal resources, and collaborating with leaders nationwide to ensure customer support. As a hands-on leader, you'll monitor new business appointment volume and work closely with work force planning to identify trends to ensure proper coverage. With any capacity the team will review queues in Service Central, proactively identify teams that are behind, and provide support to help them catch up. This role covers multiple time zones, with flexible 7.5-hour shifts between 9:00 AM ET and 8:00 PM ET. You'll be accountable for maintaining high service quality, agent engagement, and continuous process improvement.
What You'll Do:

• Lead, coach, and develop a remote team of VSC agents responsible for hosting new business appointments with agents. This team will be responsible for solving the agent inquiries which may include processing agent requests.

• Coordinate with other functional leaders nationwide to troubleshoot items that may require local support.

• Monitor new business queues in Service Central; identify and assist teams that are behind to ensure timely processing.

• Meet fluctuating demand and peak appointment times.

• Maintain high customer service quality and agent sentiment scores through regular feedback, coaching, and process improvements.

• Collaborate with technology and operations teams to enhance scheduling tools and streamline workflows.

• Provide timely and accurate reporting on appointment volumes, team performance, and resource utilization.

• Uphold compliance with regulatory and internal standards at every stage of the appointment process.

• Foster a culture of accountability, continuous improvement, and operational excellence within the team.

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

• 5-7 years of relevant experience in service, operations, or team leadership

• Strong interpersonal and communication skills, with a proven ability to build trusted relationships at all levels

• Ability to influence adoption of new service capabilities and digital solutions across teams

• Customer-centric mindset with a passion for exceeding expectations

• Proficiency in Microsoft Office (Bookings, Word, Excel, PowerPoint, Outlook) and Service Central systems

• Proactive approach to identifying and resolving service challenges

• Forward thinking and ability to adapt to new ways of service delivery

Preferred Skills

• Experience in remote team management, client relationships, or internal business partner-facing roles. Field Service experience a plus.

• Ability to influence across functions and levels without direct authority

• Strong problem-solving and analytical skills

• Background in training, coaching, or process improvement

Pay Transparency
Salary Range: $70,000-$90,000
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: 93481