ComPsych · 1 day ago

FMLA Customer Experience Specialist - Virginia

Virginia, United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies

Handle high volume of incoming calls in a prompt and professional manner

Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests

Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps

Meet & adhere to attendance and schedule, production and performance metrics, and quality goals

Maintain complete and accurate documentation of leaves within our proprietary database

Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times

Maintain a positive, empathetic, and professional behavior towards the customers at all times

Provide accurate, professional, and timely responses to communications from internal and external clients

Prioritize and organize daily responsibilities in order to meet all deadlines

Engage in ongoing education and training around laws, policies and service delivery

Provide innovative ideas that can support the ongoing growth of the FMLA Department

Other duties as assigned

Qualification

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Customer Service experienceCall Center experienceMicrosoft Office SuiteEmployee benefits administrationFMLA administrationBilingual SpanishMulti-tasking skillsCritical thinking skills