Customer Experience Specialist - FMLA Benefits
Location: Chicago, IL
Name: Nick Eggebrecht
The FMLA Specialist assists our customers and their employees with the administration of the Family and Medical Leave Act rights and responsibilities.
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.
Support clients and their employees, primarily via phone and email.
Meet production and quality goals set by the FMLA Department.
Provide a memorable positive customer experience by identifying and understanding the needs of the caller.
Demonstrate respect, sensitivity and understanding for the caller’s 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.
Communicate clearly and concisely with callers while educating them on leave concepts and necessary next steps.
Provide accurate, professional and timely responses to communications from internal and external clients.
Prioritize and organize daily responsibilities in order to meet all deadlines.
Provide innovative ideas that can support the ongoing growth of the FMLA Department.
Perform job-related tasks and own customer inquiries for a one-call resolution.
Ability to engage the customer, identify their needs, express empathy and provide an exceptional customer experience.
Effective written and verbal communication skills.
The ability to think critically by gathering information, evaluating options and implementing the best solution.
Focus on achieving goal-oriented results.
Demonstrates flexibility on the joband a willingness to learn new methods, procedures or techniques.
Function as a team player, striving to learn and strengthen the team as a whole.
Bachelor’s Degree required
Customer Service experience required
Experience with Employee Benefits Administration and/or FMLA Administration a plus
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
ComPsych Corporation maintains a drugfree workplace.
CSR, Customer Service Representative, Call Center Representative, Client Service Representative, Absence Management Benefits