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PLADS Client Liaison


Location: Remote - US only

Job Type: Full time


Job Summary

The Client Liaison will serve as primary liaison between our customers, their employees, and the Operations team regarding benefit plans administration. The position also provides support for the operational leadership team using appropriate technologies and processes.

Principal Duties & Responsibilities

  • Attends/participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements

  • Proactively identifies customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions

  • Manages escalated customer issues

  • Proactively analyzes data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates

  • Participates in client site visits as needed

  • Assists customer and Account Executive (AE) in understanding the impacts of non- standard benefits and/or processes

  • Coordinates/handles ad hoc Account Executive requests allowing the AE to focus on developing strategies for new and existing program opportunities

  • Provides customer process and/or tools training (Ex. Portal) as needed

  • Identifies most urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions

  • Initiates and maintains partnerships with others throughout the organization

  • Encourages cooperation by promoting common goals and building trust

  • Inspires, supports, and initiates cross-functional activities

  • Performs other duties as required

Education & Experience Required

  • Associate's Degree In health care or a related field
  • 5-7 years minimum of Industry experience (Long-Term Disability)
  • 2 years minimum experience working directly with customers and employees

Education & Experience Preferred

  • Bachelor's Degree In health care or a related field

Or an equivalent combination of education and experience

Job Knowledge & Skills

    Demonstrates strong consultative skills and the ability to influence constituents

    • Strong leadership skills

    • Strong communication skills (verbal, written, presentation)

    • Strong understanding of multiple aspects of contracts, plans and products

    • Ability to work with cross-functional business units and vendors to support the customer’s needs

    • Promotes collaboration among constituents and represents a professional image of the company

    • Strong project management skills

    • Ability to support Leave and Disability products

    • Critical thinking and decision-making skills

    • Strong knowledge of Best Practice and customer specific policies and procedures


    • Competencies
    • Acting with Integrity
    • Communicating Effectively
    • Pursuing Self-Development
    • Serving Customers
    • Supporting Change
    • Supporting Organizational Goals
    • Working with Diverse Populations