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 Absence Department
Other duties as assigned

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
Bilingual Spanish is a plus

Absence Customer Experience Specialist

Key skills