Plano, United States
8 months ago
- Face to Face interview is mandatory* Role -In this pivotal role, the Customer Service Advocate receives inbound customer calls to answering general inquires on Family Medical Leave, Company Leaves, Americans with Disabilities Act, and New York Paid Family Leave. Additionally, they track all Family Medical Leave time reported and provide determination on time decisions. Creative problem solving, critical thinking and empathy skills are essential. Professional interaction, active and passive listening skills and the ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries. Customer Service Advocate respond to customer inquiries primarily regarding: Eligibility associated with Federal, State and Company leave of absence plans, understanding of leave status, researching customer information and inputting data into designated system. Managing correspondence and notifications within targeted time frames to meet Department of Labor and Customer Performance Guarantees for Family Medical Leave (FML). Inputting intermittent Family Medical Leave (FML) time received into designated system, compares certification information against Business Requirement Documents, and renders determination.