Group Client Service Partner

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

 

 

The Group Client Service Partner supports customer centricity by managing an assigned book of business (STD, LTD, FML and ADA), proactively identifying customer needs and creating innovative solutions.

 

Role Responsibilities:

• Client Relationships / Service
  • Own the operations service relationship with the client, building strong relationships and proactively identifying timely and cost-effective solutions to meet their needs, enhancing Group Benefit Solutions' market reputation.
  • Demonstrate solid planning and organizational skills with the ability to address short and long-term goals while prioritizing and addressing ongoing issues.
  • Oversee the operational end-to-end service delivery and recovery plan.
  • Perform other duties as assigned.
• Internal Liaison
  • Engage internal matrix partners on escalated service issues.
  • Coordinate client and customer communications with internal business partners.
  • Facilitate engagement between subject matter experts within Group Benefit Solutions to execute the overall service strategy for the client.
  • Effectively manage issues to resolution.
  • Provide routine updates and/or trending to internal partners, including but not limited to Client Manager, Sales, Operational, and Senior Leadership Teams.
  • Monitor the overall health of the client (account metrics and performance guarantees).
  • Partner with the client management team to proactively develop and deliver routine service updates regarding account performance.
  • Perform other duties as assigned.

 

What You'll Do:

• Build and maintain strong client relationships by providing timely and cost-effective solutions.
• Plan and organize tasks to achieve both short and long-term goals while managing ongoing issues.
• Oversee the entire service delivery process and implement recovery plans as needed.
• Coordinate and communicate with internal business partners to address client needs and service issues.
• Engage with subject matter experts to ensure effective execution of the service strategy.
• Monitor and report on account performance and client health metrics.
• Collaborate with the client management team to deliver regular service updates and ensure client satisfaction.
• Independently manage and resolve issues to maintain high standards of service delivery.

 

What You'll Bring:

• Bachelor’s degree preferred.
• 2+ years of extensive client management experience preferred.
• Effective problem-solving skills.
• Knowledge of Group Insurance Products is highly preferred.
• Ability to establish matrix partner relationships and follow through on expectations.
• Demonstrated ability to learn and apply knowledge quickly while utilizing perseverance and customer-centric approaches in day-to-day work.
• Strong analytical skills with the ability to manage multiple and divergent priorities.
• Ability to work independently and proactively manage expectations for mutually acceptable solutions.
• Proficiency with multiple software and system-based applications, including databases and spreadsheets (Word,