Operations Coordinator

Job Title

This role serves as a key liaison between our internal teams, clients, and MetLife, providing hands-on support for paid leave benefit escalations.

Job Description

You are responsible for investigating and resolving claims issues, managing regulatory reporting and poster distribution, and facilitating accurate communication across internal teams, clients, and external partners in coordination with ExtensisHR's dedicated MetLife team. Additionally, the role supports payroll and finance operations through pay detail reporting and reimbursement coordination. You play a critical role in maintaining service quality by identifying process improvements and ensuring timely, compliant delivery of paid leave-related services.

What You'll Do

• Provide direct internal and client support for MetLife escalations, NJ/NY statutory compliance, pay reports, and live chat channels.
• Investigate claim escalations in coordination with MetLife DCA & Client Services Consultants, leveraging available tools and systems to ensure timely and accurate resolution.
• Act as intermediary between clients and MetLife for ad hoc DB120.1 requests.
• Download, format, validate, and distribute weekly pay detail reports to Payroll and designated clients, ensuring data accuracy and completeness.
• Produce bi-weekly NY DBL/NYPFL poster and filing reports; coordinate with MetLife SPU team, review returned documentation, and publish to individual client portals (HRCloud).
• Manage posting of NJ DBL and annual NY/NJ posters to client portals (HRCloud), ensuring compliance with regulatory requirements and timelines.
• Coordinate annual NY & NJ poster mailings with MetLife SPU team and ensure accurate tracking and completion.
• Partner with Finance to identify and reconcile client credits from employer reimbursement payments using pay detail reporting.
• Utilize AI-enabled tools and internal systems (e.g., knowledge platforms, chat tools, reporting solutions) to support real-time responses, streamline workflows, and improve turnaround times.
• Monitor outputs from automated tools and systems, validating data accuracy and ensuring alignment with compliance and regulatory standards.
• Identify opportunities to automate repetitive tasks such as reporting, document distribution, and reconciliation processes, and partner with internal teams to implement solutions.
• Analyze trends and recurring issues from escalations, reports, and service interactions to proactively recommend process improvements.
• Recommend and support implementation of process enhancements, including the use of AI and automation, to improve service delivery, accuracy, and operational scalability.
• Performs additional responsibilities as assigned to support the efficient operation of the department and the organization.

AI Utilization and Literacy:

• A key function of this role includes the effective use and understanding of artificial intelligence (AI) tools and technologies to enhance productivity, decision-making, and overall performance. This position is expected to maintain awareness of emerging AI applications relevant to their responsibilities, apply AI tools ethically and effectively, and continuously develop their AI proficiency.

What You Bring

Required Qualifications

• Minimum 1 year of HR experience with exposure to leave administration.
• Working knowledge of FMLA and multi-state leave laws.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

Preferred Qualifications

• CLMS, PHR/SPHR, or SHRM-CP/SCP certification.
• Background in employment law with a focus on leave policies.
• Benefits experience a plus.

Skills & Competencies

• Strong command of employment laws (e.g., FMLA, NJFLI, NYDBL, NYPFL).
• High level of professionalism, ethical standards, and confidentiality.
• Proficiency in Microsoft Office Suite, HRIS systems, and digital platforms.
• Ability to effectively utilize AI-enabled tools and technology to improve efficiency and decision-making.
• Strong analytical mindset with the ability to interpret data, identify trends, and surface risks or process gaps.
• Comfort working with evolving systems, automation tools, and technology-driven workflows.
• Ability to validate system-generated outputs to ensure accuracy, compliance, and data integrity.
• Ability to work both independently and collaboratively across teams.

Physical Demands:

• Ability to sit or stand for extended periods while performing desk-related tasks.
• Prolonged use of a computer, keyboard, and mouse, requiring repetitive motion.
• Ability to lift and carry office supplies or equipment up to 20 pounds.
• Occasional bending, reaching, and twisting to retrieve files or supplies.
• Ability to walk throughout the office, including moving between different departments or meeting rooms.
• Ability to communicate effectively in person and via phone or video conferencing.
• Ability to focus and maintain attention for long periods while working on various tasks.
• Must be able to communicate effectively in both verbal and written form.
• Occasional travel may be required.
• The work environment is typically quiet and climate-controlled, with standard office equipment available.
• This role may be performed in a hybrid or remote setting, depending on business needs and employee accommodation.

What We Offer

Salary Range: $55,000.00 - $65,000.00 commensurate on experience.

At ExtensisHR, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life. Under our ' You Supported Program,' we provide a great mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• 401k and IRA retirement plans , employer contributions.
• Extensive professional development programs to help you get to where you want to go in your career.
• Employee Discounts on retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• Diversity, Inclusion and Equity (DEI) committee that promotes organization DEI initiatives and employee engagement.
• Complimentary coffee and snacks to keep you fueled and productive throughout the day.

Work Environment :

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

ExtensisHR is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: ExtensisHR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ExtensisHR are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ExtensisHR will not tolerate discrimination or harassment based on any of these characteristics.

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