Manager Claims Client Liaison - Remote

Position Summary

The Manager of Claims Client Liaison Services is responsible for leading a team that provides claims support, advocacy, and relationship management for national account customers across all Workforce Benefits product lines. This role ensures internal and external claims inquiries are resolved accurately, consistently, and within established service standards while enhancing the overall customer experience and reducing unnecessary claim examiner involvement.

The Manager oversees team performance, workload prioritization, capacity planning, employee development, and service delivery while serving as a senior escalation point for complex customer and claims-related matters. This position partners closely with Claims Operations leadership, Claims examiners, Account Management, Sales, Implementation, and other cross-functional stakeholders to improve service effectiveness, strengthen customer relationships, and drive operational excellence.

Success in this role requires strong people leadership, deep claims expertise, sound business judgment, exceptional communication skills, and the ability to lead performance in a fast-paced, high-volume service environment.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, develop, and retain a team of Claims Client Liaisons, fostering a collaborative, customer-focused culture centered on accountability, inclusion, and continuous improvement.
• Establish and monitor service standards related to quality, responsiveness, documentation, escalation management, and customer satisfaction.
• Conduct performance management activities, including coaching, feedback, development planning, and succession planning.
• Manage workload distribution, account assignments, staffing capacity, and prioritization to ensure timely and effective customer support.

Service Delivery & Escalation Management

• Ensure customers, brokers, consultants, and field partners receive timely, accurate, and consultative claims support.
• Serve as the primary leadership escalation point for complex, sensitive, or high-impact customer, service, and claims issues.
• Identify emerging service risks, recurring concerns, and customer trends, implementing proactive solutions to mitigate issues.
• Partner with Account Management, Claims, Implementation, Sales, and other stakeholders to support customer meetings, stewardship reviews, capabilities presentations, and critical escalations.
• Monitor service performance metrics including response times, turnaround times, service quality, and customer feedback, implementing corrective actions as needed.

Claims Operations & Continuous Improvement

• Lead claims engagement activities during implementation and onboarding to ensure customer requirements, service expectations, and operational processes are clearly defined and documented.
• Partner with Claims leadership and cross-functional teams to identify service gaps, training opportunities, and process improvement initiatives.
• Analyze claims trends, operational metrics, and customer feedback to identify opportunities for improved efficiency, risk mitigation, and enhanced service delivery.

Required Qualifications

• 5 or more years of progressive experience in insurance claims, claims operations, customer service, or account management.
• Bachelor's degree or equivalent combination of education and relevant work experience.
• Prior people leadership and claims management experience within the insurance industry is required.
• Strong knowledge of disability, leave, life, and/or workforce benefits claims operations.
• Experience managing escalations and complex customer relationships.

• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.