FMLA Customer Experience

at ComPsych
Location Chicago
Date Posted May 4, 2021
Category Call Centre / CustomerService
Job Type Not Specified


About ComPsych

ComPsych Corporation is the world's 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 53,000 organizations covering more than 118 million individuals throughout the U.S. and 170 countries. By creating "Build-to-Suit" programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.

Job Summary

As a 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 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 & 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 the 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

Job Qualifications

  • Bachelor's Degree preferred, or equivalent work experience
  • 1-3 years Customer Service experience required
  • Call Center experience preferred
  • Employee benefits administration and/or FMLA administration a plus
  • Exceptional communication and organization skills, with strong focus on customer service
  • Quick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills
  • Computer literate and proficient in Microsoft Office Suite
  • Bilingual Spanish is a plus

Benefits and Perks

  • Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
  • Competitive pay, with bonus program and annual increases
  • Remote opportunities available, including work flexibility with option for four day work weeks
  • Beautiful office space located in the NBC Tower downtown Chicago, with great amenities including indoor parking, onsite gym, restaurant, and café
  • Free admission for employees and a guest to the Field Museum and Illinois Holocaust Museum
  • Access to tickets in the company suite for Chicago premier sports teams, including the Bulls, Blackhawks, and Bears


ComPsych Corporation maintains a drug-free workplace.

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