FMLA/Leave Assistant

Job Title: Leave Assistant

Reports To: Team Lead

Work Environment: Business Office

Travel: None Required

Job Summary:

The primary responsibility of the Leave Assistant for Consolidated Admin Services is to represent Consolidated Admin Services in communications and interactions with clients and participants, in-person, over the phone, and in writing. The Leave Assistant supports Consolidated Admin Services Leave team with various account customer service activities, administrative functions, and special projects. The Leave Assistant is an integral part of Consolidated Admin Services providing superior service to our clients and participants.

Duties/Responsibilities:

To perform this job successfully, the individual must be able to perform each essential function of the job satisfactorily. This includes but is not limited to the following:

Represents CAS in a friendly and professional manner in-person, over the phone, and in writing

Tracks all intermittent and consecutive leaves

Answers and advises on FMLA/LOA-related participant communication

Handles escalated leave of absence participant, employer, and agent concerns from Customer Service

Reads all documentation clearly and precisely for processing

Makes appropriate notations within AbsenceSoft and Salesforce

Escalates any client concerns to the FMLA Lead for review and correction

Answers participant calls and escalated emails

Completes all assigned Software ToDos daily

Uses available resources to develop relevant knowledge and skills

Minimum Requirements:

High School Diploma or equivalent, Bachelors degree preferred

One year of Customer Service experience

Proficient experience with spreadsheets and/or bookkeeping software, data entry, word processing,

e-mail management, and file management

Excellent communication skills

Excellent attention to detail skills

Presents a professional image

Ability to build rapport and collaborate with others

Knowledge, Skills, and Abilities:

To perform this job successfully, the individual must demonstrate the knowledge, skills and abilities required to perform the job. This includes but is not limited to the following:

Proficient experience with spreadsheets and/or bookkeeping software, data entry, word processing,

e-mail management, and file management

Excellent interpersonal skills, ability to relate to a wide range of people, collaborates well with others

Excellent communication skills to include:

o actively pays attention to, and participates in, communication with others

o adapts communication style to audience

o friendly

o confident

o gives and receives feedback

o volume and clarity

o empathetic

o respectful

o responsive

Displays initiative, a desire to learn and develop, a willingness to help others

Generates ideas, solves problems as they arise

Excellent attention to detail skills to include:

o organizational skills

o time management skills

o analytical skills

o observational skills

High level of efficiency, accuracy, and responsibility

Handles and protects confidential and sensitive information with utmost importance

Excellent understanding of customer care and services

Prioritizes and manages different tasks at once

Works effectively to meet deadlines

Thrives in pressured or stressful situations

Committed and flexible attitude, adaptable

Mathematical and deductive reasoning

Critical thinking

Sense of rigor, able to deal with something in a comprehensive, thorough, and complete way

Presents a professional image

Must be flexible with work schedule to support cyclical work demand

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.