Absence Management Specialist – Call Center

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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OneSource Virtual

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🤝 B2B

☁️ SaaS

💸 Finance

💰 Series B on 2015-06

B2B • SaaS • Finance

OneSource Virtual is a leading provider of business process as a service (BPaaS) solutions tailored for Workday customers. They specialize in automating administrative tasks related to payroll, benefits administration, and finance & accounting services. With a strong focus on accuracy and proactive support, OneSource Virtual helps organizations maximize their Workday investment, enabling them to reclaim internal resources and streamline processes through expert services and innovative technology.

📋 Description

• Acts as the primary point of contact for all leave of absence requests, assisting employees with leave questions, guiding them through the process, and problem-solving triage. • Handle the leave administration process from the initial notice of the need for leave to the return to work. • Complete eligibility decisions during intake, and gather pertinent data when necessary from the employee, Workday, and AbsenceTracker. • Review leave of absence documentation for accuracy and completeness, and process according to established procedures, including sending required notices and eligibility letters. • Approve or deny requests for leaves of absence based on guidelines and company policies. • Perform leave follow-ups as required, including recertification of health condition, intermittent and concurrent leave tracking. • Manage the return to work process and support coordination of the return to work with accommodations with customer HR. • Provide top quality customer service and guidance to the customer's employees, managers, and HR, regarding leave of absence cases.

🎯 Requirements

• 3+ years demonstrated Leave of Absence case management experience required. • Knowledge and experience managing US federal and state leave laws and ADA. • Knowledge and experience managing Canada federal and provincial leave laws. • Experience with customer service technologies (telephony, email, case management) required. • Ability to identify and resolve problems in a timely manner; appropriately gather and analyze information and apply creative talents to problem solving. • Able to quickly and accurately research issues and propose appropriate leave recommendations. • Excellent customer service and communication skills to answer questions tactfully and resolve difficult situations with customer employees. • Demonstrated organizational skills including ability to prioritize workload, balance conflicting priorities, and attention to detail.

🏖️ Benefits

• Values-based culture • Upward mobility • Professional development opportunities