Sr Associate, Director of Client Solutions


Date: Sep 14, 2022

Location: Remote, TX, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.





This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.


The chief responsibility of the Sr Associate, Director of Client Solutions (DCS) is to effectively articulate the New York Life Group Benefit Solutions Absence and Disability process to clients and brokers at key relationship points. Example of key relationship points include finalist meetings, client process trainings, and broker audits.


The DCS has extremely strong knowledge of the call, claim, and service operation and must be able to expertly articulate in presentations and in writing.  The DCS is primarily accountable for engagement with our regional client segment (under 5k lives). 


The DCS acts as a liaison between distribution and claims with a goal of ensuring that a superior product and experience is delivered to New York Life Group Benefit Solutions (NYL GBS) clients. 



  • Develops and maintains written process points on Absence and Disability experience that are utilized for RFPs/RFIs
  • Coordinates operational RFP responses for the network to ensure consistency in process messaging in the marketplace
  • Participates in finalist meetings for regional clients that require astute knowledge of the absence experience
  • Responsible for the coordination and facilitation of broker audits (negotiating audit agreements, coordinating internal resources, facilitation and documentation of action plans, and formal response)
  • Serves as a subject matter expert and advisor on the topics of claim and leave management for the distribution team 
  • Engages in complex new business implementations to provide support on operational process
  • Engaged to deliver Absence and Disability process training to large regional clients
  • Leads projects and initiatives in support of service, operational excellence, and providing consistent, positive client experiences 
  • Supports performance guarantee maintenance and delivery efforts



  • Undergraduate degree preferred
  • 4+ years of industry experience in group benefits; specifically, experience in disability claims, leave (FML/PFML), service operations and/or account management
  • Disability, FMLA, and/or PFML product knowledge is required
  • Strong knowledge of process and technology to support Absence clients
  • Experience managing complex clients and relationships
  • Excellent verbal communication skills
  • Excellent organizational skills; ability to work independently and manage multiple tasks and prioritize effectively
  • Proven track record of problem solving and attention to detail
  • Highly collaborative individual with ability to influence and negotiate with internal and external customers
  • Travel required up to 50%


This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.






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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 85771




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