Representative, Absence Leave Manager (Remote, any state, US)

Location Designation: Fully Remote

Group Benefit Solutions deliverscomprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of beingthere when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
Role Overview:

The Absence Leave Manager will conduct investigations, determine eligibility for our customers and provide ongoing Absence administration. This role is responsible for collaborating with customers and clients to ensure timely, accurate Absence administration and payments, if applicable. Upon approval of an Absence, the Absence Leave Manager will provide ongoing Absence management services, assist with return-to-work needs, and communicate decisions and status updates with customers and clients. This is a fast-paced role where service excellence and attention to detail are critical. The Absence Leave Manager plays a critical role in executing the New York Life Group Benefit Solutions (GBS) promise to our customers and has a direct impact on our customers in the moments that matter. The ability to make and effectively communicate decisions within tight timeframes, while integrating knowledge of medical conditions, client contracts, compliance, and acting as a steward to deliver in line with our value story are critical for success.

What You'll Do:

- Responsible for managing a case load of Absence cases including Paid Family Medical Leave (PFML), Family Medical Leave Act (FMLA), Company Paid Leave (CPL), and Americans with Disability Act of 1990 (ADA) and providing service excellence to GBS customers.

- Make determinations regarding a customer’s eligibility within compliance timeframes.

- Manage an assigned desk load of leaves through capturing medical information, managing certifications, applying appropriate provisions, following legal guidelines, and leveraging expert resources.

- Manage all requests within appropriate service and quality metrics and client performance guarantees as defined.

- Support ongoing leave management including extensions and reviewing of additional information as needed to support updated claim decisions.

- Effectively communicate with claimants, employers, and various medical professionals to gather information regarding the application for, and ongoing management of open leaves.

- Initiate customer out reaches to gather information and respond to all telephonic and email inquiries within customer service protocols and adhere to standard timeframes
for processing mail, tasks, and outliers.

- Execute all customerperformance guarantees as defined.

- Proactively work directly with clients and Vocational Rehabilitation Counselors when appropriate to facilitate return to work full-time or modified duty.

- Execution of New York Life and Corporate Compliance, Policies and Procedures and best practices.

- Ongoing development via training associated with role and business unit objectives.

What You'll Bring:

- HS Diploma or GED required. Bachelor’s degree strongly preferred.

- 1 year minimum of professional experience strongly preferred.

- Proficiency with MS Office applications is required (Word, Outlook, Excel.)

- Strong critical, analytical, and investigative skills; ability to gather information, analyze facts, and draw conclusions.

- Ability to work with a sense of urgency and be a self-starter with a customer-focus mindset.

- Effective interpersonal, written, and verbal communication skills.

- Must be technically savvy with the ability to toggle between multiple applications and/ or computer monitors simultaneously.

- Excellent planni