National Account Client Liaison

About the role

Group Benefit Solutions provides comprehensive insurance and absence management solutions for mid-sized and large employers. The organization offers absence, accident, disability, voluntary benefits, and life insurance programs designed to support healthier, more secure workforces. Its services help employers provide employees with greater financial protection, benefits support, and peace of mind. The National Account Client Liaison ensures effective service delivery for Group Benefit Solutions products and programs supporting an assigned National Account Client. This role serves as a key connection between the client, internal teams, and employees by coordinating operational activities, resolving complex issues, managing data and eligibility processes, and developing service strategies that improve client satisfaction and operational efficiency.

Responsibilities

• Coordinate operational activities that require manual intervention or specialized processing.
• Serve as a liaison between the client and the organization, including working within the client’s HR platform as needed.
• Communicate effectively with stakeholders at various levels within the client organization.
• Manage exception processing and complex workflows that fall outside standard procedures.
• Collaborate with Implementation, Account Management, and Claims Operations teams to ensure seamless service execution.
• Resolve eligibility discrepancies, perform data reconciliation, and manage related files and documentation.
• Track, prioritize, and resolve client issues across multiple business functions.
• Prepare operational dashboards, governance materials, and executive-level status updates.
• Support escalations requiring coordination across multiple internal teams.
• Review existing procedures and recommend improvements that enhance client satisfaction, service quality, and efficiency.
• Serve as an operational advisor to client contacts and internal leadership.
• Respond to day-to-day inquiries related to claims administration and benefit programs.
• Maintain subject matter expertise across assigned benefit products and programs.
• Educate employees and client stakeholders on processes, administration requirements, and available resources.
• Coordinate with internal and external partners to proactively identify and resolve service issues.
• Support data accuracy, documentation, and effective communication among client HR teams, the organization, and employees.
• Identify recurring operational issues and contribute to continuous process improvement initiatives.

Requirements

• College degree preferred.
• Minimum of 5 years of related professional experience.
• Experience with Disability, FMLA, and ADA processing within the AdminSuite platform preferred.
• Familiarity with DIAL and the mynylgbs.com portal is a plus.
• Strong listening, verbal, and written communication skills.
• Customer-focused approach with a strong sense of urgency and commitment to meeting expectations.
• Ability to build and maintain effective relationships with clients, employees, and internal stakeholders.
• Strong critical-thinking, problem-solving, and issue-escalation skills.
• Ability to work independently and make sound decisions in complex situations.
• Adaptability and willingness to learn and navigate multiple technology platforms.
• Strong organizational skills and attention to detail.

Pay

• Annual salary range: $60,000–$80,000.
• Exempt from overtime.
• Eligible for a discretionary annual bonus.
• Not eligible for a sales bonus.
• Actual base salary will be determined based on experience, skills, qualifications, and job location.
• Potential eligibility to participate in an incentive program.