FMLA Customer Experience Specialist

3 weeks ago

Wilmington, North Carolina, United States ComPsych Full time
{"Job Title": "FMLA Customer Experience Specialist", "Job Summary": "As a key member of our Customer Experience team, you will play a critical role in providing exceptional support to our customers and their employees. Your primary responsibility will be to administer and adjust Family Medical Leave Act (FMLA) and other leaves as mandated by state and federal guidelines and in coordination with our customer's policies. You will handle high volumes of incoming calls in a prompt and professional manner, providing efficient and professional follow-up via phone and email to ensure the timely processing of leave requests. Your strong communication and organizational skills will enable you to effectively communicate with callers, identify their needs, and educate them on leave concepts and next steps. You will also be responsible for maintaining complete and accurate documentation of leaves within our proprietary database, while demonstrating respect, sensitivity, confidentiality, and understanding for the caller's circumstance.

**Key Responsibilities:**

* Administer and adjust FMLA and other leaves as mandated by state and federal guidelines and in coordination with our customer's policies
* Handle high volumes 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
* Maintain complete and accurate documentation of leaves within our proprietary database
* Demonstrate respect, sensitivity, confidentiality, and understanding for the caller's circumstance
* 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

**Requirements:**

* 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 Statement:**

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.

**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 to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

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