Leave Solutions Sr. Client Representative

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

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Profile Summary:

The primary function of this job is to serve as a client-facing subject matter expert in Leave of Absence and Disability Management. By providing specialized expertise and guidance, the position supports our best-in-class service model- critical to driving business growth, strengthening client retention, and sustaining a competitive advantage. Given that leave management often integrates with Life Insurance and Supplemental Health benefits, the role is essential in delivering a comprehensive solution for clients who choose to outsource these services. Ultimately, the position advances our growth objectives while helping meet high client expectations.

Profile Description:

Client & Vendor Administrative Support :

• Serve as a technical administrative support for Leave of Absence (LOA) programs, including FMLA, Disability (STD/LTD), Paid Family Leave (PFL/PFML), Company-Sponsored Leaves, State-Mandated Leaves, ADAAA, and Stay-at-Work programs. Coordinate check-cutting and Advice-to-Pay (ATP) processes.
• Act as the product liaison for benefits administration platforms, supporting system enhancements, platform configuration, and vendor transitions.
• Provide technical expertise related to file requirements (eligibility, history takeover, and transactional files) and reporting functionalities within benefit administration systems.
• Leverage in-depth knowledge of Voya solutions and services to troubleshoot and resolve escalated client issues, identify root causes of system incidents, and recommend corrective actions.
• Collaborate with Data Consultants to oversee data file transmissions, including setup, validation/testing, and ongoing file maintenance.
• Lead or participate in continuous improvement initiatives to optimize internal and client-facing processes.
• Participate in release testing (UAT), defect triage, and deployment validation for system changes related to LOA/disability programs.
• Liaise with Product, IT, and Implementation teams during onboarding of new products or services impacting leave workflows.

Distribution & Claim Team Partnership:

• Partner closely with Client Engagement Teams to support existing client portfolios, implement new processes, and resolve escalated service issues efficiently.
• Maintain strong collaboration with internal Claims Operations and Data Consultant teams to ensure seamless coordination between data, claims, and service operations.
• Maintain advanced knowledge of regulatory requirements related to benefit eligibility (e.g., FMLA, ADAAA, state-specific mandates).
• Manage and resolve data-related escalations, coordinating cross-functional response with implementation consultants to ensure timely resolution.
• Support internal knowledge base development for reusable solutions, FAQs, and escalation paths.

Implementation :

• Review existing policies and plan designs to ensure accurate system coding and reporting alignment.
• Oversee data file workflows during implementation, including the setup of historical claims and takeover files for newly acquired clients.
• Manage ongoing plan amendments and system configuration updates, including support for EDI file setup and vendor transition activities.
• Analyze inbound data files for accuracy, completeness, and compliance with transmi