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 68,000 organizations covering more than 139 million individuals throughout the U.S. and 190 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 Remote Bilingual Spanish 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. This position will be permanently remote.

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 Bilingual Spanish 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
• Other duties as assigned

Job Qualifications

• Bachelor’s Degree preferred, High School Degree or equivalent required
• 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
• Prior remote work experience is a plus
• Bilingual Spanish is a plus

Location

The Bilingual FMLA Customer Experience Specialist will work remotely and can be located in the following states: Alabama, Arkansas, Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Mississippi, Montana, Nebraska, New Hampshire, New Jersey, Nevada, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington DC, West Virginia, Wisconsin, and Wyoming.

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

EEO/M/F/D/V

ComPsych Corporation maintains a drug free workplace.