Do you enjoy client service? Can you convey warmth and empathy over the phone? Are you detail-oriented? Then the FMLA Customer Experience Specialist position could be for you!
The FMLA Specialist assists our customers and their employees with the administration of the Family and Medical Leave Act rights and responsibilities.
What youll be doing:
You will learn and maintain a comprehensive knowledge of Family Medical Leave Act (FMLA) and related laws in all 50 states to efficiently administer our customers' FMLA and related policies
You will provide support for our clients and their employees, primarily via phone and email
You drive production to meet volume and quality goals set by the FMLA Department
Provide a memorable, positive customer experience by identifying and understanding the needs of the caller
Together we demonstrate respect, sensitivity and understanding for the callers circumstance while maintaining professionalism at all times
Execute and adjust leaves, as mandated by appropriate state and federal guidelines, in coordination with the customer's policies
You will leverage your excellent communication skills to clearly and concisely work with callers while educating them on leave concepts and required next steps
You provide accurate, professional and timely responses to communications from internal and external clients
Prioritize and organize daily workflow in order to meet all deadlines
Develop and voice innovative ideas that can support the ongoing growth of the FMLA Department
Own customer inquiries for a one-call resolution
What youll bring to the position:
Demonstrated ability to engage the customer, identify their needs, express empathy and provide an exceptional customer experience
Effective written and verbal communication skills
Solid ability to think critically by gathering information, evaluating options and implementing the best solution
Your focus on achieving goal-oriented results
Demonstrated flexibility on the job and a willingness to learn new methods, procedures or techniques.
You function well as a team player, striving to learn and strengthen the team as a whole
You are reliable and demonstrate dependable, consistent attendance
Bachelors Degree required
Customer Service experience required; call center environment preferred.
Prior experience with employee benefits administration and/or FMLA administration a plus
You are computer literate and proficient in Microsoft Office Suite
Bilingual Spanish is a major plus!
Must be able to work on-site in the Chicago Office
Stable work history is required
Additional Benefits We Offer
Our US headquarters are located in one of Chicago's premier buildings, the NBC Tower. Nestled between Michigan Avenue and Lake Michigan, ComPsych's downtown Chicago location is easily accessible by public transportation and has plenty of parking nearby.
Recently updated work environment
Full benefits package with paid holiday and vacation time
Breakfast on Fridays and snacks/juice daily
ComPsych Corporation is the worlds largest provider of employee assistance programs (EAP) and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, wellness, work-life, HR and FMLA administration services under the GuidanceResources brand. ComPsych provides services to more than 50,000 organizations covering more than 109 million individuals throughout the U.S. and 160 countries. By creating Build-to-Suit programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.
ComPsych Corporation maintains a drug-free workplace.