FMLA Customer Experience Specialist
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About The Position
As a Virginia-based FMLA Customer Experience Contact Center Specialist, you will play a crucial role in assisting customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This position requires you to answer incoming calls, providing support and guidance to ensure that leave requests are processed efficiently and in accordance with state and federal guidelines, as well as the policies of our customers. You will be part of a dynamic team that values attention to detail, quality service, and a commitment to helping individuals navigate their leave options effectively. In this role, you will handle a high volume of incoming calls, requiring you to maintain professionalism and efficiency while addressing the needs of callers. Your responsibilities will include administering and adjusting FMLA, State, ADA, and company leaves, ensuring compliance with relevant regulations. You will also be responsible for maintaining accurate documentation of leaves within our proprietary database, which is essential for tracking and reporting purposes. Your ability to communicate clearly and concisely will be vital as you educate callers on leave concepts and next steps. You will need to demonstrate respect and sensitivity towards the circumstances of each caller while maintaining a positive and empathetic demeanor. Additionally, you will be expected to meet attendance and schedule requirements, as well as production and performance metrics, to contribute to the overall success of the Customer Experience team. Ongoing education and training will be a part of your role, allowing you to stay updated on laws, policies, and service delivery methods. You will also have the opportunity to provide innovative ideas that can support the growth of the FMLA Department, making your contributions valuable to the organization.
