FMLA Customer Experience Specialist

3 months ago

Wilmington, United States ComPsych Full time
About ComPsych

ComPsych® Corporation is the world's largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

As a North Carolina based FMLA Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This individual will report to a Customer Experience Team Lead, and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment.

Primary 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
Job Qualifications
  • Bachelor's Degree preferred, High School Degree or equivalent required
  • 1-3 years Customer Service experience required
  • Call Center experience preferred
  • Employee benefits administration and/or FMLA administration a plus
  • Exceptional communication and organization skills, with strong focus on customer service
  • Quick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills
  • Computer literate and proficient in Microsoft Office Suite
  • High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
  • Bilingual Spanish is a plus
Benefits and Perks
  • Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
  • Competitive pay with bonus potential

EEO

ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

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