EMPLOYEE STORIES

Her path from Year Up United intern to associate in Insurance Operations shows how client service builds careers

Highlights

• Dajua Quarterman joined New York Life through Year Up United in 2020.
• Her Customer Service Representative role helped her build communication, problem-solving and business skills.
• Today, she uses that experience on the Advanced Resolution Team and mentors others entering the workforce.

Dajua Quarterman did not start her career with a detailed plan. She started with an opportunity — and kept saying yes to the next one.

In 2020, Quarterman joined NYL Direct through Year Up United, beginning as a Customer Service Representative (CSR) during one of the most uncertain periods of the COVID-19 pandemic. Today, she is an associate in Insurance Operations on NYL Direct’s Advanced Resolution Team, where she handles complex escalations, supports compliance-sensitive cases and helps improve team workflows.

Her path shows how a CSR role can become more than a first job. For Quarterman, it became a foundation for career growth, confidence and leadership.

Finding direction

Quarterman first learned about Year Up United while juggling four part-time jobs and taking college classes. She was in her college library when she met a recruiter for the program. After watching a video about Year Up United, she applied and interviewed the same day.

The program gave her what she was looking for: structure, direction and stability. Through hands-on training and professional development, she began building skills in communication, personal branding and workplace confidence.

Through Year Up United, Quarterman was matched with an internship at NYL Direct, New York Life’s Tampa-based direct-to-consumer life insurance business. Her internship began in January 2020 and was extended because of the pandemic. After eight months, she became a full-time Customer Service Representative in Advanced Customer Service.

Learning the business from the front line

The CSR role was challenging from the start. Quarterman had to learn systems, compliance requirements and client processes while adjusting to a remote environment.

“The role gave me a front-line view of customer needs, pain points and behaviors,” she said.

That experience helped her understand how client interactions connect to the broader business. She learned how to manage difficult conversations, make decisions under pressure and guide people through important moments.

Over time, she saw that the role was not just about answering calls. It was about listening closely, solving problems and understanding what clients needed from New York Life.

Growing through opportunity and advocacy

As Quarterman built those skills, leaders at NYL Direct took notice. In 2021, she moved to the Claims team, where she handled sensitive conversations that required empathy and efficiency.

“You have to understand this isn’t just a transaction,” she said. “We’re two humans talking to each other.”

That mindset stayed with her as she moved into a specialty role in field marketing in 2022. The role exposed her to different client needs and more specialized processes.

Quarterman said those moves were possible because of the support she received from leaders and mentors.

“What makes NYL Direct different is the investment in people,” she said. “There are real opportunities to grow, supported by mentorship, training and leadership that encourages development.”

Choosing growth during uncertainty

Not every step felt like progress at first. When organizational changes led to her specialty role being phased out in 2023, Quarterman returned to Claims. At the time, it felt like a backward move.

She decided to use the moment to invest in herself.

Through Year Up United’s Coursera partnership and alumni development resources, Quarterman earned four certifications in one year, including business intelligence and Agile project management. She also used NYL Direct’s mentorship program and Toastmasters partnership to strengthen her public speaking, presentation and leadership skills.

When the path felt uncertain, she asked questions, leaned on mentors and kept learning.

Creating impact on the Advanced Resolution Team

Quarterman has now been on the Advanced Resolution Team for more than a year. The team handles complex escalations, compliance-sensitive cases and process improvement work.

She also builds and refines workflows using tools including Power Automate and SharePoint, helping improve efficiency and consistency across the team.

“Being a CSR prepared me in every way for this role,” she said. “It gave me a strong foundation in communication, resilience and business understanding.”

Because she has worked on the front line, Quarterman brings a practical view of how processes affect clients and employees. That perspective helps her support current CSRs and connect day-to-day work with broader business needs.

“My CSR experience keeps me grounded in customer perspective,” she said. “I still use communication, problem-solving and empathy every day to ensure the right outcomes.”