Absence & Statutory Leave Claim Manager (Virtual)

Job Classification:
Operations - Insurance Operations

We are seeking an Absence and Statutory Leave Claim Manager to provide top-tier customer service to one of our largest Group Insurance clients. In this role, you will gain a deep understanding of the client's culture and apply your expert customer service skills to guide and support their employees at the start of their leave. You will work with various products, including Statutory Leaves and Absence, to ensure a seamless experience for employees.

As a member of this team, you will go beyond traditional claim management duties. This includes handling customer service calls specifically for your assigned client. You are expected to become thoroughly familiar with the client's culture and product offerings to deliver exceptional service to both the client and their employees. You will look for opportunities to enhance the claimant experience and act as a champion for continuous process improvement within the Concierge Team. You will have the chance to interact with the client's Leave Team during quarterly virtual meetings and will engage daily with the client's Benefits Business Partners.

Responsibilities:

• Administer and process employee leave requests in compliance with FMLA, ADA, and other applicable laws. Manage approximately 280 Statutory Leaves and/or Unpaid Absence claims.
• Advise employees and managers on leave policies, procedures, and eligibility.
• Maintain accurate leave records and documentation.
• Stay updated on changes in statutory leave laws and regulations.
• Demonstrates ability to deliver accurate, dependable, and trustworthy service to our customers with a focus on white glove customer experience to deliver the best experience.

• 1-2 year of experience in STD or FMLA/State Leave experience is preferred.

• Proficient in proactive communication through various channels, such as phone, email, letters, Teams messaging, group Teams calls, and one-on-one video calls, to deliver exceptional service.
• Energetic and customer-focused, with a proven ability to maintain strong customer relationships.
• Confident in communicating with highly skilled and educated claimants in the software industry, especially in challenging situations.
• Excellent documentation skills to accurately capture telephone conversations and create clear, concise claim plans.
• Ability to understand and interpret complex and non-standard policy and plan provisions.
• Strong ability to independently navigate ambiguous situations and adapt quickly when needed.
• Excellent organizational and time management skills.
• Demonstrated analytical skills.
• Provide technical direction to other claims personnel as needed.
• Strong teamwork skills and the ability to leverage resources to achieve goals.
• PC skills required (i.e., Windows based environment; Word; Excel; PowerPoint)

• Subscribe to an internet service provider plan with at least 25 Mbps download speeds and be willing to troubleshoot any connectivity issues.
• Capable of handling calls with a cell phone (with unlimited data and minutes) or a landline. Your personal phone number will not be disclosed to customers.
• Have a quiet, distraction-free work area at home.
• Demonstrate reliability and dependability throughout the extensive training program.

• Market competitive base salaries, with a yearly bonus potential at every level.
• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programsincluding up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.