Senior Client Service Liaison

Há 3 dias

Belém, Pará, Brasil New York Life Insurance Company Tempo inteiro
Overview

Senior Client Service Liaison role at New York Life Insurance Company. Location: Hybrid - 3 days per week. This role conducts targeted service activities to enhance the client experience and operational effectiveness for complex Absence and Disability clients. It 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 (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.
Pay and Benefits

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 experience, skills, qualifications, and job location. Employees may also participate in an incentive program.

Our Benefits & Diversity

We provide a comprehensive benefits package including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from employees, the company continues to refine and add benefits. Visit the NYL Benefits Site for more information. Our Diversity Promise: we believe in a diverse workforce and DEI are guiding principles embedded in our brand and culture. Fortune-recognized for leadership. To learn more about career opportunities at New York Life, please visit

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