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 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. 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 You'll 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 You'll Bring:
• Bachelor's 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.
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Pay Transparency
Salary range: $80,000-$110,000
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 individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In 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 individual's 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 .
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 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. To learn more about career opportunities at New York Life, please visit the Careers page of .
Job Requisition ID: 92311
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