Senior Client Service Liaison
Senior Client Service Liaison
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$ 80000 - 110000
1 Vacancy
Job Description
Location Designation: Hybrid - 3 days per week
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 Lifes legacy of being there when were needed most. Here youll 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. Click here to learn more about Group Benefits solutions.
** This role is primarily remote; however we prefer candidates who reside within 50 miles of one of our office locations in Pittsburgh PA Bethlehem PA or Plano TX. **
Role Overview:
The Senior Client Service Liaison conducts targeted service activities to enhance the client experience and operational effectiveness for complex Absence and Disability clients. This strategic role is aligned within the Client Service organization collaborating across Service Implementation and Operational teams. Key responsibilities include oversight of client escalations broker audit coordination and client-facing process documentation and delivery.
What Youll Do:
Maintains and oversees a centralized list of escalated clients ensuring consistent tracking timely updates and accountability across stakeholders.
Coordinates with matrix partners (e.g. Operations Implementation Account Management) to monitor resolution status and drive timely closure of open escalations.
Delivers regular updates and trending reports to internal stakeholders on escalated account performance and client experience themes.
Coordinates and delivers broker audits ensuring high-quality documentation and alignment with expectations of national and regional firms.
Supports client meetings where needed to articulate service processes and reinforce our operational value proposition.
Absence / Disability Process Liaison
Owns process documentation and mapping efforts for complex clients coordinating with internal and external teams to ensure accuracy and clarity.
Drives collaboration across Implementation Claims Operations and Account Management to reduce friction points.
Partners with internal teams to support timely resolution of service issues and drive improvements to standard operating procedures.
Supports internal service strategy by contributing operational insights and helping translate client needs into actionable process enhancements.
What Youll Bring:
Bachelors degree or equivalent work experience.
4 years of client service experience preferably in the Absence/Disability or Group Insurance space.
In-depth understanding of Group Insurance products including FML PFML ADA STD and LTD.
Proven ability to manage complex client escalations and deliver results in a matrixed environment.
Strong written and verbal communication skills.
Proficiency with Microsoft Office Suite (Word Excel PowerPoint); experience with workflow and tracking systems is a plus.
Ability to independently manage shifting priorities while maintaining a strong client-centric mindset.
Some travel may be required.
#LI -EM1
#LI - HYBRID
Pay Transparency
Salary range:$80000-$110000
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 individuals experience skills qualifications and job location. Additionally employees are eligible for an annual discretionary addition to base salary employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individuals experience skills qualifications and job location. In addition to base salary employees may also be eligible to participate in an incentive program.
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 here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity equity and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortunes Worlds Most Admired Companies New York Life is committed to improving local communities through a culture of employee giving and volunteerism supported by the 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 .
Job Requisition ID:92311
#GBS
Required Experience:
Senior IC
Employment Type
Full-Time
