National Account Client Liaison

New York Life•New York, NY

2d•$60,000 - $85,000•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 serve as a high-touch, embedded service liaison supporting the client’s disability and leave programs, including STD, LTD, multi-state statutory programs (NY, NJ, WA, CO, DE), and FMLA. This role will operate with direct access to client systems and function as a true extension of the client’s HR team. The position is responsible for end-to-end leave and claim coordination, delivering concierge-level employee support while actively managing leave data, workflows, and lifecycle events.

Requirements

3+ years disability and leave management experience
Strong expertise in NY, NJ, WA, CO, DE programs
Experience working with HRIS/leave systems
Ability to manage high-volume, fast-paced environments
Strong communication and problem-solving skills

Responsibilities

Serve as the primary point of contact for HR and employees, managing inquiries across STD, LTD, FMLA, and state programs.
Partner with claims teams to support timely adjudication and ensure a seamless employee experience.
Identify, manage, and resolve claim issues, including delays, discrepancies, and complex cases.
Escalate trends or systemic issues and provide insights to improve processes and outcomes.
Manage the end-to-end leave process, including intake, tracking, and return-to-work coordination.
Maintain accurate leave records within client systems and ensure alignment with NYL systems.
Track leave status, durations, and key milestones while ensuring correct leave type placement and compliance.
Provide accurate and timely data to claims teams (e.g., LDW, RTW dates, pay, hours worked).
Support administration of NY, NJ, WA, CO, and DE leave programs in coordination with STD, LTD, and FMLA.
Ensure proper alignment and coordination of benefits across programs.
Educate HR and employees on eligibility, coverage, and program interactions.
Monitor and address overlaps, exhaustion, and eligibility issues.
Review reports across systems to ensure accuracy and consistency.
Identify and resolve data inconsistencies and discrepancies.
Analyze trends and provide insights to drive improvements and inform decision-making.