National Account Client Liaison

New York Life•New York, NY

4d•$60,000 - $80,000•Remote

About The Position

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. The National Account Client Liaison will have responsibility for overall service execution supporting all New York Life Group Benefit Solutions (NYL GBS) products, programs and service lines offered to the designated National Account Client. Through partnership and active engagement with the National Account Executive (NAE) and National Account Manager (NAM), the Client Liaison will participate in development and execution of broad service strategies in support of assigned client’s benefit programs and administration in connection with NYL GBS products and services. The Client Liaison collaborates and communicates across all product/operational lines as necessary to ensure that systems and processes are in place to meet client/customer needs and drive efficiency.

Requirements

College degree preferred.
5+ years of related work experience.
Expertise in Disability, FMLA, and ADA processing within the AdminSuite platform preferred.
Ability to navigate DIAL and the mynylgbs.com portal is a plus.
Strong listening, verbal, and written communication skills, with the ability to translate complex issues into clear, actionable plans for diverse audiences.
Demonstrated customer focus with the ability to meet expectations and act with urgency.
Proven ability to build and maintain strong working relationships with customers, clients, and matrix team partners.
Strong critical thinking skills with the ability to work independently, influence change, and escalate urgent issues effectively.
Ability to quickly learn and adapt to various technology platforms.

Responsibilities

Serve as the primary coordinator for operational activities requiring manual intervention.
Serves as a liaison between the client and New York Life. This may include access to the client’s HR platform, to operate on the client’s behalf.
Effectively engage with a variety of audiences at all levels of the assigned client.
Manage exception processing and complex workflows falling outside standard processes.
Partner with Implementation, Account Team, and Claim Operations to ensure seamless execution, including administration, eligibility, and enrollment activities.
Coordinate eligibility discrepancies, data reconciliation, and file management activities.
Track, prioritize, and facilitate resolution of client issues across business functions.
Prepare operational dashboards, governance materials, and executive status updates and meetings.
Support escalations from employees and HR that require cross-functional coordination.
Proactively review and suggest improvements to existing procedures that will ultimately result in greater client satisfaction and increased efficiency.
Serve as a trusted operational advisor to both the client and internal leadership.
Support the day-to-day inquiries of NYL GBS programs in connection with claim and administration requirements.
Maintain knowledge and expertise in all products, programs, services related to benefits and serves as the subject matter expert (SME) for NYL GBS products and programs.
Serves as an employee resource for education on NYL GBS process, administration practices and supporting resources.
Coordinate with partners across NYL GBS and the National Account Client to ensure service issues are managed proactively and in a timely manner.
Utilize Operations knowledge to help identify areas of improvement.
Support data accuracy, documentation, and timely communication between the client’s HR Service Center, New York Life, and employees.