Senior Leave Case Manager

Summary:

The Senior Leave Case Manager is responsible for the end-to-end administration of employee leave and accommodation cases across multiple states. This role manages all aspects of the leave lifecycle, from intake through return to work, ensuring compliance with federal, state, and local regulations including the Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), and Pregnant Workers Fairness Act (PWFA). The Senior Leave Case Manager is also responsible for administering company leave programs, such as parental leave, and assists with claims for short-term disability (STD) and long-term disability (LTD) as needed. This role serves as a subject matter expert and provides guidance to peers, employees, HR Partners, and managers through the leave process, and acts as a bridge between Leave team members and senior management delivering results while supporting individual development. The ideal candidate demonstrates strong regulatory knowledge, exceptional case management skills, sound judgment, and the ability to navigate complex, multi-jurisdictional leave laws while delivering a high level of employee support and compliance integrity.

Essential Job Duties and Responsibilities:

Leave Administration Strategy & Oversight:

• Serve as a mentor to Leave Administration team members

• Act as peer resource and subject matter expert supporting case escalations and complex situations handled by peer level Case Managers

• Share knowledge and best practices with colleagues to foster continuous improvement and consistency in handling leave cases

• Own and continuously improve Leave Administration operational workflows, intake processes, case management standards, and documentation practices

• Participate in cross-functional initiatives aimed at enhancing leave programs and employee experience

• Contribute to strategy through insights, proposals, or process improvement recommendations aimed at improving administrative processes, including workflow within Leave and HR systems.

Case Management & Administration

• Manage a full caseload of FMLA, ADA, PWFA, and related state leave claims across multiple jurisdictions, serving as Case Manager for more complex cases

• Serve as the primary point of contact for employees, managers, and HR throughout the leave process.

• Conduct intake interviews and assess eligibility under applicable federal, state, and local laws.

• Provide required notices and documentation within statutory timeframes and ensure timely completion within the required timeframes.

• Track and manage intermittent, continuous, reduced schedule, and accommodation-related leave cases. Partners with internal stakeholders (such as Payroll, & Benefits teams) to ensure employee compensation and benefits are administered properly.

Compliance & Regulatory Oversight

• Ensure compliance with:

  • Family and Medical Leave Act (FMLA)

  • Americans with Disabilities Act (ADA)

  • Pregnant Workers Fairness Act (PWFA)

  • Applicable state and local leave laws (e.g., paid family leave, disability leave, sick leave mandates)

• Interpret medical certifications and engage in the interactive process where required.

• Identify potential compliance risks and escalate complex or high-risk cases appropriately.

• Maintain detailed and compliant case documentation.

Interactive Process & Accommodations

• Facilitate the ADA and PWFA interactive process and guide business leaders on their responsibilities under the law.

• Evaluate accommodation requests in partnership with HR, Legal, and management.

• Analyze essential job functions and partner with business leaders to recommend reasonable accommodations.

• Coordinate fitness-for-duty and return-to-work clearances when necessary

• Develop and monitor return-to-work plans, including transitional duty when applicable.

Communication & Stakeholder Management

• Provide clear guidance to employees regarding rights, responsibilities, and required documentation. Set clear expectations regarding the return of requested information and hold employees accountable to all applicable deadlines.

• Educate managers on leave obligations, timelines, and workplace accommodation requirements under the law. Escalate concerns to HR and Legal teams as appropriate.

• Maintain consistent and professional communication with internal stakeholders and third-party administrators (if applicable).

• Serve as escalation point for employees and senior leaders supporting Leave Administration team members and processes

• Effectively and confidentially present review cases to Legal/HR with all relevant details and facts available

• Handle sensitive employee situations with empathy and professionalism while maintaining a firm commitment to meeting company-imposed deadlines

Systems & Reporting

• Accurately enter and manage case data within the leave management system and HCM

• Monitor leave balances, statutory entitlements, and concurrent leave schedules.

• Generate reports and track trends related to leave utilization and compliance.

• Ensure confidentiality of medical and employee records in accordance with HIPAA and privacy regulations.

Core Competencies

• Demonstrated ability to work independently with little direct management supervision or oversight

• Independent case management and decision-making skills

• Strong written and verbal communication

• Critical thinking and problem resolution

• Empathy, with the ability to balance the needs of the employee with the best interests of the business

• Confidentiality and professional discretion required

• Ability to manage competing priorities and deadlines in a fast-paced environment

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

Required

• Bachelor’s degree in human resources, Business Administration, or related field. Extensive equivalent work experience (five plus years) may be substituted for a degree.

• Minimum of 5 years of HR experience

• Minimum of 5 years of experience administering FMLA and ADA leave cases.

• Demonstrated experience managing multi-state leave compliance.

• Strong knowledge of federal and state leave laws.

• Experience managing full lifecycle leave cases independently.

• Experience working in high-volume, multi-state environments

• Exceptional organizational, analytical, and documentation skills.

• Exceptional attention to detail.

Preferred

• Experience with PWFA implementation and compliance.

• Experience with Human Capital Management (HCM) systems (e.g., Workday, UKG, etc.).

• Experience with leave management systems (e.g., Absence Soft, Workday, Sedgwick, Matrix, etc.).

• Prior experience in the Mortgage industry preferred, but not required

Certificates, Licenses, Registrations:              

• HR certification (PHR, SPHR, SHRM-CP, SHRM-SCP) preferred but not required.

Work Complexity:

Problems and issues faced are difficult and complex, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues and understanding of the financial/mortgage industry. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

• Remote workers must have a secure work environment that ensures the confidentiality and protection of sensitive Company and employee information

• Ability to manage time effectively in a high-volume, deadline-driven environment

• Occasional collaboration with cross-functional teams

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear with prolonged computer use.

The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.