National Account Client Liaison

About the role

The National Account Client Liaison serves as a high-touch, embedded service liaison supporting clients' disability and leave programs, including STD, LTD, multi-state statutory programs (NY, NJ, WA, CO, DE), and FMLA. This role operates with direct access to client systems and functions as a true extension of the client’s HR team.

Responsibilities

• Serve as the primary point of contact for HR and employees, managing inquiries across STD, LTD, FMLA, and state programs.
• Partner with claims teams to support timely adjudication and ensure a seamless employee experience.
• Identify, manage, and resolve claim issues, including delays, discrepancies, and complex cases.
• Escalate trends or systemic issues and provide insights to improve processes and outcomes.
• Manage the end-to-end leave process, including intake, tracking, and return-to-work coordination.
• Maintain accurate leave records within client systems and ensure alignment with NYL systems.
• Track leave status, durations, and key milestones while ensuring correct leave type placement and compliance.
• Provide accurate and timely data to claims teams (e.g., LDW, RTW dates, pay, hours worked).
• Support administration of NY, NJ, WA, CO, and DE leave programs in coordination with STD, LTD, and FMLA.
• Educate HR and employees on eligibility, coverage, and program interactions.
• Monitor and address overlaps, exhaustion, and eligibility issues.
• Review reports across systems to ensure accuracy and consistency.
• Identify and resolve data inconsistencies and discrepancies.
• Analyze trends and provide insights to drive improvements and inform decision-making.

Requirements

• 3+ years disability and leave management experience
• Strong expertise in NY, NJ, WA, CO, DE programs
• Experience working with HRIS/leave systems
• Ability to manage high-volume, fast-paced environments
• Strong communication and problem-solving skills

Qualifications

• Strong communication and problem-solving skills

Skills

• Strong expertise in NY, NJ, WA, CO, DE programs
• Experience working with HRIS/leave systems
• Ability to manage high-volume, fast-paced environments

Benefits

We provide a full package of benefits for employees, including leave programs, adoption assistance, and student loan repayment programs. Additionally, employees are eligible for an annual discretionary bonus and may participate in an incentive program based on performance.

Pay

Salary range: $60,000-$85,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No

Schedule

Exempt