Training Associate

New York Life

Glendale, Pennsylvania, United States Remote This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option. Up to 50% travel.

Full time

$47.5-75k (annually)

Training & Development

Feb 16

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.

This role is responsible for facilitating a variety of performance-based learning events in the Business Operations – Group Disability line of business that may include, but are not limited to Claim Manager, Leave Manager, Customer Advocate and Intake Specialist training. Training is typically focused on concrete skills related to processes and procedures (example: call and claim management, claims system, customer service, eligibility, coding, etc.), but may include soft skills content (example: empathy training). Primary duties may include, but are not limited to:

• Provides support for training new hire classes, off cycle hires and up skilling.

• Obtains regular updates from legal resources and our Policies and Procedures (P&P) resources regarding changesin federal legislation, determine impact to processes and systems, and establish a communication plan for the disability teams andothers who are impacted.

• Provides compliance training as needed, including refresher training.

• Provides training for all processes, products and system changes and enhancements.

• Assists with the review and acts as a SME for the development and updates to training curriculum and materials.

• Utilizes audit output and trends to identify skill and knowledge gaps and to create solutions to close those gaps.

• Partners with NYL Learning when appropriate for tools, resources and guidance.

• Classroom management, including learner performance and performance management according to trainingguidelines.

• Measures, tracks and evaluates learner and business operations satisfaction.

• Plans and schedules training needs in collaboration with the business.

Working towards developing below skills and demonstrating independence:

  • Presentation/Facilitation Skills:
  • Needs to develop facilitation skills through following stages:
  • Observation: Participate in new hire training as a “trainee”
  • Co-Facilitation: Facilitate selected topics with trainer support
  • Facilitation: Facilitate entire curriculum with trainer support, if needed
  • Needs to complete Adjunct Facilitator Training and Virtual Facilitation Training
  • Technical Knowledge:
  • Needs to build functional and technical knowledge through the following:
  • Participate in full training session and OJT
  • Job shadow employees in the role
  • Hands-on activities (taking calls or managing claims)
  • Once proficiency is demonstrated with one product, cross-training in one other product can begin.
  • Mentoring and Coaching:
  • Assigned a mentor/coach for initial onboarding and ongoing support.
  • Obtain feedback and apply learnings to future facilitation opportunities.
  • Meet with manager on a regular basis to obtain consistent feedback and discuss ongoing development plan.

 Employee Development:

  • Stays abreast of trends in learning and applies innovative and impactful solutions.
  • Proactively participates in self-learning activities through the Learning Exchange and any other industry specific applicable forums.
  • Asks questions on any topics or items that are unclear.  

Minimum Qualifications

  • Bachelor’s Degree
  • 2+ years facilitating, classroom, on-the-job training or mentoring/coaching experience


  • Strong knowledge and understanding of one or more products and related processes.
  • Knowledge of some or all related systems (Workbench, Acclaim, iAM, Absence, SRO, AdminSuite).
  • Working knowledge of Microsoft Office, SharePoint, WebEx, Skype, Zoom, Teams, etc.
  • Presentation/facilitation skills with ability to present information in a confident, creative and interactive manner.
  • Excellent communication/interpersonal skills - verbal and written.
  • Be a positive role model and have the ability to work independently and in conjunction with business partners of all levels.
  • Ability to identify and address classroom behaviors and performance gaps.
  • Ability to motivate others – with training participants and team – to accomplish deliverables.
  • Ability to establish professional, trusting, constructive relationships quickly with training participants.
  • Ability to work with minimal guidance to make effective decisions; coordinate multiple tasks and work effectively as a teammember.
  • Strong time management and organization skills are required.
  • Ability to drive continuous process improvement and handle multiple priorities.
  • Comfortable with raising questions, issues, ideas or suggestions to all levels across the organizations.
  • Ability to travel up to 50% of the time.

Preferred Qualifications

  • Master’s degree and/or five years of learning experience in either a teaching, training environment or curriculum development role.
  • Certification in training and development.
  • Experience in effective training, coaching, and development of others.
  • Demonstrated classroom and/or virtual facilitation skills.
  • Previous curriculum design or material development experience. 


Manages Ambiguity

Communicates Effectively

Interpersonal Savvy

Nimble Learning

Ensures Accountability

Action Oriented

Salary range: $47,500-$75,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No  

This position is eligible for health and wellness benefits including but not limited to paid vacation, health care insurance and flexible spending accounts, 401K match, and tuition assistance/student loan repayment program.

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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

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