Client Account Support Analyst - Implementation & Testing


Date: Jan 19, 2023

Location: Remote, NY, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



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.






This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.

In office Primary Plano, Pittsburgh, Eden Prairie and Bethlehem; WAH as the last alternative


  • Review client BRD (Business Requirements Document) in order to accurately configure client requests and collaborate with Leave of Absence Implementation Specialists to ensure accuracy
  • Utilize the client set up tools to configure leave plans and notifications within a specified timeframe for clients going live with the FML product
  • Demonstrate strong analytical skills to determine test scenarios needed to ensure proper functionality of plans and to independently solve variety of identified testing issues
  • Assess implementation of client through rigorous testing; work closely with business partners to clarify requirements, provide recommendations, and mitigate issues found in client testing, resulting in a successful client implementation
  • Work with the LOA Implementation Team, EIS reps, FML Leave Teams and Intake Team to ensure successful post-implementation
  • Collaborate with the FML Change Management Team to make requested changes to a client’s company leave plans, configuration updates, subscriptions, etc.
  • Complete global updates around both compliance and configuration/notifications while meeting required deadlines for tasks and properly communicating and documenting any known delay 
  • Demonstrate the ability to prioritize work based on order of importance to our clients and NYL GBS
  • Able to meet deadlines by possessing a clear understanding of internal workflow and infrastructure  
  • Ability to appropriately escalate issues to Supervisor




  • College degree or a combination of education and business experience
  • 2 years of experience in FMLA preferred, specifically, knowledge of FMLA and State regulations
  • Skills critical to this career path include business expertise, tactical focus and expertise in at least one business process area.
  • Exhibit strong analytical and problem-solving skills; able to work independently or in conjunction with co-workers at all levels and across functional units
  • Ability to manage strict deadlines and drive multiple teams/units toward targeted dates
  • Willingness to raise questions, issues, ideas or suggestions to co-workers at all levels across the network
  • Working knowledge of Microsoft Word, Excel, Access and Power Point, PDF, iAM and Fineos AdminSuite systems







Salary range: $37,500-$57,500 

Overtime eligible: Nonexempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


This position is eligible for health and wellness benefits including but not limited to paid vacation, health care insurance and flexible spending accounts, 401K match, and tuition assistance/student loan repayment program.


Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 87956






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