Totem Leave Specialist (Bilingual Preferred)

Halcyon; Alpharetta, Northern (GA, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Halcyon is seeking a Totem Leave Specialist (bilingual preferred) to serve as the primary contact for employees and clients seeking leave of absence and disability benefits. In a high-volume call center, you will deliver excellent service, coordinate leave processes, and ensure accurate documentation while complying with policies.

The role emphasizes meticulous communication, confidentiality, and the ability to handle multiple priorities.

Qualifications

• Experience in a high-volume call center environment.
• Knowledge of FMLA, disability programs, or benefits administration preferred.
• Bilingual fluency in English and Spanish preferred.
• Strong written and verbal communication and documentation skills.

Responsibilities

• Serve as primary contact for leave of absence and disability benefits.
• Respond to inquiries regarding FMLA, STD, and LTD.
• Coordinate leave processes and document interactions.
• Maintain confidentiality and compliance with policies.
• Document all customer interactions accurately in required systems.
• Provide exceptional customer service in a fast-paced call center.

Skills

Customer service

Attention to detail

Multitasking

Bilingual EN/ES

Job description

Totem Leave Specialist (Bilingual Preferred)

Post Date: July 22, 2026

The Leave Specialist role serves as the primary contact for employees and clients seeking assistance regarding leave of absence and disability benefits. This role delivers exceptional customer service in a high-volume call center environment by accurately responding to inquiries, coordinating leave processes, documenting interactions, and ensuring compliance with client policies and applicable regulations. The ideal candidate is customer-focused, meticulous, and able to manage multiple priorities in a demanding environment.

Key Responsibilities

• Deliver exceptional customer service in a professional, courteous, and empathetic manner within a call center environment.
• Answer incoming calls, return voicemails and place outbound calls as needed.
• Respond to customer and client inquiries regarding:
• Family and Medical Leave (FMLA) and State Disability Programs
• Short-Term Disability (STD) and Long-Term Disability (LTD)
• Communication of leave eligibility and accurately coordinate leave of absence benefits and program information.
• Provide accurate, client-specific information while maintaining confidentiality and compliance with company policies.
• Document all customer interactions with accuracy within required systems.
• Excellent verbal/ written communication skills and strong active listening skills.
• Customer-focused with the ability to build rapport and demonstrate empathy.
• Ability to communicate complex information clearly and professionally.
• Strong computer proficiency, including data entry and keyboarding skills.
• Strong mindfulness with a commitment to accuracy.
• Ability to identify issues requiring escalation and take appropriate action.
• Excellent organizational and time management skills
• Ability to prioritize work effectively while managing competing priorities.
• Comfortable working in a fast-paced, high-volume, interruption-driven environment.
• Ability to consistently meet productivity and quality standards.
• Adaptability and flexibility in a changing environment.
• Strong teamwork and collaboration skills.
• Resilience and stress tolerance under demanding workloads.
• Professionalism, integrity, and sound judgment.

Preferred Qualifications

• Previous customer service or call center experience.
• Experience supporting leave of absence, disability, benefits administration, human resources, or healthcare-related services.
• Knowledge of Family and Medical Leave, disability programs, or employee benefits is preferred not required.
• Bilingual fluency in English and Spanish (spoken and written) is preferred.