Concierge Life Service Specialist

Location Designation: Fully Remote 

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.

GBS

Role Overview

The Concierge Life Service Specialist will have responsibility to support Life, AD&D, and SIB plan administration and service needs in the US for a large technology client effective 1/1/2025. The client’s culture is high touch and supports a “white glove” service for the employee’s or the dependent’s survivors. This role will coordinate with the client’s benefits team, People Consultants/People Partners/Managers and internal partners in Operations, and work closely with New York Life Group Benefits Solutions (NYL GBS) and be an advocate for employees and their families. Through partnership and active engagement with the National Account Executive (NAE), the Concierge Life Service Specialist will participate in development and execution of broad service strategies in support of the client’s benefit programs and administration in connection with NYL GBS products and services. The Concierge Life Service Specialist effectively manages business relationships and collaborates and communicates across all product/operational lines as necessary to ensure that systems and processes are in place to meet client/customer needs.

How You'll Grow

• Acting as an extension of the benefits team, provide high touch service and support during the end of life process.
  • Act as single point of contact for survivors creating a seamless experience across all applicable benefits, ensuring timely and accurate payment of the group life insurance, AD&D, and the Survivor Income Benefit insurance benefits.
  • Provide compassionate and grief sensitive care to survivors and family members throughout the end of life process.
  • Act as front-line support for employees/People Consultants/People Partners/Managers on end of life questions and claim status inquiries.
  • Facilitate the collection of any required information to process benefits via internal client platforms and from the client’s benefits administrator.
  • Provide clear direction regarding other suppliers to contact as needed such as the 401K supplier, internal client teams, etc.
  • Ensure survivors have information and access to end of life programs like Empathy, EAP, cash advance options and financial advisor resources including applicable client benefit programs.
  • Act as liaison between survivor, the client and NYL claims team and provide any necessary support for the client’s beneficiary support programs.
  • Provide exceptional customer service to families/beneficiaries (at time of death, at six-month outreach, and at annual check ins), client teams and partners and NYL teams.
  • Quickly analyze and interpret questions/issues and thoughtfully respond to inquiries ensuring accurate and clear communications that are timely and customer centric.
  • Escalate appropriate situations to key stakeholders at the client or NYL.
  • Identify, scope, and if appropriate, implement process improvements based on feedback or change in benefits strategy.
  • Expand partnership with LTD providers to facilitate a seamless experience for those suffering from a terminal illness and ensure they are aware of the accelerated death benefit option.
• Partner with the client’s benefits team and NYL to provide expertise on group insurance benefits
  • Facilitate information and education sessions for employees, managers and/or HR staff resources (for example one-on-one office hours, or other events as identified) for the group life benefit program.
  • Support client benefits team with responding to issues regarding group life benefits (for example: policy and process questions).
  • Support any system or other training needs for client teams regarding claim processes.
  • Review and provide suggested edits to the client’s communications on life insurance, such as information on their internal website, information for annual open enrollment, and any targeted communication events hosted by the benefits team.
• Participates in on-going partnership meetings between client and NYL
  • Act as a SME during implementation and during relationship by leveraging deep knowledge of client and current processes.
  • Partner with client, partner vendors and NYL team to identify creative solutions to an