National Account Client Liaison

New York Life; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

New York Life Group Benefit Solutions is seeking a National Account Client Liaison to oversee service execution for designated national accounts. You will collaborate with the National Account Executive and National Account Manager to align programs, administration, and product lines to meet client needs.

This remote role emphasizes cross-functional coordination, data accuracy, and proactive issue resolution, with opportunities to influence processes and enhance client satisfaction across NYL

Qualifications

• 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.

Responsibilities

• Serve as the primary coordinator for operational activities requiring manual intervention.
• Liaise between the client and New York Life.
• Engage with audiences at all levels of the assigned client.
• Manage exception processing and complex workflows.
• Coordinate eligibility discrepancies, data reconciliation, and file management.
• Track and facilitate resolution of client issues across functions.
• Prepare operational dashboards and executive status updates.
• Support escalations from employees and HR.
• Review procedures to improve client satisfaction and efficiency.
• Serve as a trusted operational advisor to both the client and internal leadership.

Skills

Communication skills

Client relationship management

Operational coordination

Stakeholder engagement

Problem solving

Adaptability to technology

Attention to detail

Education

College degree preferred

Tools

AdminSuite

DIAL portal

mynylgbs.com portal

Job description

Location Designation: Fully Remote

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.

Role Overview

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.

What You'll Do

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.

Claims & Employee Support / Escalation

• 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.

What You'll Bring

• 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 escalte urgent issues effectively.
• Ability to quickly learn and adapt to various technology platforms.

Pay Transparency

Salary range: $60,000-$80,000

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.

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.

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 www.NewYorkLife.com.