What are the responsibilities and job description for the FMLA Customer Experience Specialist - Missouri position at .css-1baulvz{display:inline-block;}?
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 compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
Job Summary
As a Missouri-based FMLA Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This individual will report to a Customer Experience Team Lead and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment.
Primary Responsibilities
- 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 a 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 and 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 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.
- Other duties as assigned.
Job Qualifications
Benefits and Perks
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.
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