FMLA Customer Experience Specialist

15 hours ago

Wilmington, Delaware, United States ComPsych Full time
About ComPsych

ComPsych Corporation is a global leader in mental health services and employee assistance programs. With a commitment to innovation and a comprehensive approach to care, we provide services to over 78,000 organizations and 163 million individuals worldwide.

Our GuidanceResources brand offers personalized and integrated programs that empower employees to lead healthier and more productive lives, while driving organizational excellence.

Visit our website to learn 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 be responsible for answering incoming calls to assist customers and their employees with Family Medical Leave Act (FMLA) rights and responsibilities.

This role requires strong attention to detail, customer service experience, and a commitment to quality. You will work in a fast-paced call center environment and report to a Customer Experience Team Lead.

Primary Responsibilities
  1. 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.
  2. Handle high volumes of incoming calls in a prompt and professional manner.
  3. Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests.
  4. Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps.
  5. Meet and adhere to attendance and schedule, production and performance metrics, and quality goals.
  6. Maintain complete and accurate documentation of leaves within our proprietary database.
  7. Demonstrate respect, sensitivity, confidentiality, and understanding for the caller's circumstance while maintaining professionalism at all times.
  8. Maintain a positive, empathetic, and professional behavior towards customers at all times.
  9. Provide accurate, professional, and timely responses to communications from internal and external clients.
  10. Prioritize and organize daily responsibilities in order to meet all deadlines.
  11. Engage in ongoing education and training around laws, policies, and service delivery.
  12. Provide innovative ideas that can support the ongoing growth of the FMLA Department.
  13. 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.

ComPsych Corporation is an equal opportunity employer and celebrates diversity. 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.

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