Senior Client Account Support Analyst


Date: Mar 14, 2023

Location: Remote, PA, US

Company: New York Life Insurance Co

Location Designation: Remote 



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.





The Senior Client Account Support Analyst serves as a FMLA subject matter expert and consultative resource for both our internal and external clients. In addition, they provide our clients with best practice recommendations.



Major Duties

  • Work closely with internal business partners to clarify company plan requirements, provide recommendations and mitigate potential downstream problems.
  • Work closely with internal business partners to provide best practices related to proposed letter text changes, notification subscription changes, FML configuration updates and non-standard requests.
  • Serve as a subject matter expert and resource to internal business partners regarding FMLA regulations and systematic capabilities.
  • Create and maintain relationships with the FML Work Order Team to successfully process requests and resolve defects.
  • Work with IT and external vendor resources to ensure identification of root cause and resolution of systematic issues.
  • Identify escalated cases and work with Team Leader to develop a plan to address key issues. Demonstrate strong analytical skills to independently solve a variety of configuration problems.
  • Partner with TL to monitor workloads, track and manage Peer to Peer reviews, and mentor team members on FML Change Management. Monitor team performance and identify areas of opportunity.
  • Demonstrate strong analytical skills to independently solve variety of configuration and validation issues.
  • Lead stretch projects as assigned through completion with a high level of quality.
  • Serve as a subject matter expert and resource on client facing calls regarding FMLA, Company plans and system configuration capabilities.
  • Serve as a backup for the FML EQP, STD EQP, FML System Access, and Gap File team mailboxes.
  • Serve as a backup for all members of the team and TL, as needed.



  • Bachelor's degree or equivalent experience required
  • Knowledge of FMLA and State regulations required
  • At least 1-2 years experiences in iAM/FMLA
  • Exhibit strong leadership, analytical, and problem-solving skills, with the ability to shift quickly from project to project depending on business needs
  • Ability to drive strict deadlines and between multiple teams/units
  • Detail oriented, with proven time management and organization skills (including the ability to engage in multiple tasks and meet deadlines/standards)
  • Being able to identify issues, propose solutions, and see solutions through to completion with minimal engagement from management
  • Ability to work independently and in conjunction with co-workers and managers of all levels
  • Excellent verbal and written communication skills across different audiences
  • Good presentation skills required
  • Ability to create and implement contingency plans and solutions for problems that arise
  • Working knowledge of Microsoft Word, Excel, Access & Power Point






Salary range: $47,500-$70,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.


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: 88639






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