Absence Customer Experience Specialist - Iowa

.css-1baulvz{display:inline-block;}; Iowa; On-site; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as an Absence Customer Experience Contact Center Specialist in Iowa. In this dynamic role, you will assist customers with Family Medical Leave Act (FMLA) inquiries, ensuring they receive the support they need in a structured, fast-paced call center environment. Your strong attention to detail and exceptional customer service skills will be vital as you handle a high volume of calls, provide clear communication, and maintain professionalism. This position offers a full benefits package, including Paid Time Off (PTO) and wellness programs, making it an excellent opportunity for those looking to make a meaningful impact in the lives of others while advancing their career in a supportive setting.

Benefits

Paid Time Off (PTO)

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with match

Robust Employee Assistance Program (EAP)

Wellness Program

Qualifications

• 1-3 years of customer service experience is required.
• Call center experience and FMLA administration is a plus.

Responsibilities

• Administer Family Medical Leave Act (FMLA) and handle high volume calls.
• Maintain accurate documentation and provide timely responses.

Skills

Customer Service

Communication Skills

Multi-tasking

Critical Thinking

Bilingual Spanish

Education

Bachelor’s Degree

High School Degree or equivalent

Tools

Microsoft Office Suite

Job description

About ComPsych

ComPsych Corporation is the world’s largest provider of mental health services and GuidanceResources for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

As an Iowa based Absence 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 Absence 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
• High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
• 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

EEO

ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.