- Promote Total Leave digital capabilities and be primary point of contact for STD, Leave, PFL, and ADA complex questions.
- Demonstrate digital functionality with clients and influence them and their employees to adopt self-serve capabilities to answer standard case level needs.
- Independently and effectively handle complex status & questions on individual claims and leaves from clients or the field through effective action plan development and timely execution.
- Ensure escalation of issues and partnership with appropriate internal stakeholders.
- Build strong relationships with operations leaders to make them aware of those issues and help them solve problems.
- Provide subject matter expertise in educating clients on the products serviced with in Total Leave, leave workflows/regulations.
- Support and mentor peers and new team members.
Requirements
- Bachelor degree or equivalent experience recommended
- Strong technical claims/leave experience
- Proven customer service and problem-solving skills
- Knowledge and proficiency in STD and FMLA, ability to quickly upskill on ADA and PFL as needed
Core Competencies
Demonstrates expertise in managing complex claims and leave processes, including STD, FMLA, ADA, and PFL. Strong ability to educate clients and foster relationships with stakeholders while providing exceptional customer service and problem-solving support.
Highest-signal resume keywords
- Bachelor Degree
- Technical Claims Experience
- Customer Service Skills
- Problem-Solving Skills
- Knowledge of STD and FMLA
ATS Optimization Keywords
Soft Skills
- Relationship Building
- Mentoring
- Effective Communication
Industry Keywords
- Total Leave
- Leave Workflows
- Leave Regulations
- Self-Serve Capabilities
- Action Plan Development