Job Description:

• Provide top-tier customer service to employees of a large Group Insurance client at the start of their leave
• Manage approximately 95 Short-Term Disability (STD) claims
• Oversee complex claims involving co-morbidities, behavioral health issues, and self-reported symptoms
• Handle customer service calls for the assigned client
• Become familiar with the client's culture and product offerings to deliver exceptional service
• Identify opportunities to enhance the claimant experience
• Champion continuous process improvement within the Concierge Team
• Interact with the client's Leave team during quarterly virtual meetings
• Engage daily with the client's Benefits Business Partners
• Provide technical direction to other claims personnel as needed
• Leverage team resources to achieve goals

Requirements:

• 2–3 years of experience in Short-Term Disability (STD) required
• FMLA/State Leave experience preferred
• Proficient in proactive communication via phone, email, letters, Teams messaging, group Teams calls, and one-on-one video calls
• Energetic and customer-focused, with proven ability to maintain strong customer relationships
• Confident communicating with highly skilled and educated software-industry claimants, especially in challenging situations
• Excellent documentation skills for capturing telephone conversations and creating clear, concise claim plans
• Ability to understand and interpret complex and non-standard policy and plan provisions
• Ability to independently navigate ambiguous situations and adapt quickly
• Excellent organizational and time management skills
• Demonstrated analytical and math skills
• Strong teamwork skills and ability to leverage resources
• Internet service plan with at least 25 Mbps download speed and willingness to troubleshoot connectivity issues
• Ability to handle calls using a cell phone with unlimited data and minutes or a landline
• Quiet, distraction-free work area at home
• Preference for Pacific Time Zone business hours, or ability to work a later shift supporting West Coast customers
• Reliability and dependability throughout the extensive training program

Benefits:

• Market competitive base salaries
• Yearly bonus potential at every level
• Medical, dental, vision, life insurance, and disability insurance
• Paid Time Off (PTO)
• Parental and military leave
• 401(k) plan with company match (up to 4%)
• Company-funded pension plan
• Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs
• Work/Life Resources supporting parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development
• Education Benefit for approved traditional college enrollment and accredited certificate programs
• Employee Stock Purchase Plan: shares can be purchased at 85% of the lower of two prices
• Eligibility to participate in a discretionary annual incentive program
• Virtual work arrangement