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About the Role

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies, fostering a healthier, happier, and more secure workforce. This role supports New York Life’s legacy by designing, implementing, and supporting solutions that directly impact employees' lives through absence, accident, disability, voluntary benefits, and life insurance.

Responsibilities

• Serve as the primary coordinator for operational activities requiring manual intervention.
• Serve as a liaison between the client and New York Life, potentially accessing the client’s HR platform to operate on their behalf.
• Effectively engage with a variety of audiences at all levels of the assigned client.
• Manage exception processing and complex workflows 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 requiring cross-functional coordination.
• Proactively review and suggest improvements to existing procedures for 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 related to claim and administration requirements.
• Maintain knowledge and expertise in all products, programs, and services related to benefits, serving as the subject matter expert (SME) for NYL GBS products and programs.
• Serve 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 proactive and timely management of service issues.
• 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.

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.

Skills

• Disability processing
• FMLA processing
• ADA processing
• AdminSuite platform
• DIAL navigation
• mynylgbs.com portal navigation
• Customer focus
• Urgency
• Relationship building
• Critical thinking
• Independent work
• Change influence
• Issue escalation
• Adaptability to technology

Location

• Fully Remote

Work Type

• Fully Remote

Experience Level

• 5+ years of related work experience

Education Level

• College degree preferred

Salary/Compensations

• $60,000-$80,000

Benefits

• Full package of benefits
• Leave programs
• Adoption assistance
• Student loan repayment programs

About the Company

• Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies.
• New York Life's legacy is being there when we’re needed most.
• At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions.
• 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.

Equal Opportunity

• 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.