Instant Teams

Customer Support

• Provides customer service assistance for situations regarding simple requests as defined in training
• Responsible for maintaining high standards of quality and courtesy
• Suggests opportunities for improvement and supports the execution of such improvements
• Utilizes system(s) and other department resources to obtain necessary information to answer questions and provide information; documents all activity and maintains accurate records of all referrals
• Accesses the system(s) to obtain necessary information to answer questions and provide information to customers and various company personnel
• Ensure changes, corrections, or other actions on the system are documented and records maintained
• Responds to webmail inquiries within delegated authority
• Initiates changes, corrections, or other actions in the system(s) within delegated authority
• Prepares reports and similar documents; ensures that information is fully researched and accurate
• Develops effective working relationships with customers, whether an external customer or an employee from another location or functional area
• Aids other Client Service Representatives and department staff; performs other administrative and processing tasks as requested such as sending correspondence, paperwork, and forms to plan participants and sponsoring employers

Customer Service Representative

Manager

• Make timely, accurate, and customer-focused Short-Term Disability and/or Absence Management claim decisions and appeals
• Document the claims system accurately and comprehensively
• Prepare, update, and utilize a claims management plan for appropriate outcomes
• Remain compliant with regulatory requirements and operational standards
• Provide empathetic customer service throughout all interactions
• Collaborate with internal partners to support flexibility and a positive work environment
• Perform other related duties as required

Short-Term Disability Case Manager

• Handle inbound customer service calls from existing members
• Address questions about their plans and resolve issues
• Provide information about complimentary services
• Assist members with questions related to their current plan
• Answer outbound calls from a dialer
• Complete post-enrollment activities

Seasonal Customer Service Advocate

Bookkeeper

• Accurately administer PTO within 24 hours of intake for eligible leaves such as: Short-Term Disability (STD) Elimination Period Unpaid FMLA and State Leaves of Absence
• Apply PTO based on specific administration guidelines, such as: PTO Utilization Hierarchy for Non-Union employees Union-specific PTO guidelines State-specific handling (e.g., CT and WI leave administration)
• Manage multiple leave types while excluding: Workers Compensation Unpaid Personal Leave Long-Term Disability
• Utilize UKG’s UTA system to: Input and track time-off accurately Deplete appropriate PTO buckets based on hierarchy and employee selections Monitor and update vacation, personal holiday, caregiver, and sick leave balances
• Coordinate closely with claims examiners and employees to apply leave decisions, including: Responses to custom PTO utilization questions during claim intake Voluntary PTO usage beyond required minimums
• Maintain compliance with policies including: Mandatory PTO utilization during unpaid FMLA for Non-Union employees 7-day elimination period rules Prohibitions on concurrent PTO usage with paid benefits (e.g., STD, military leave, parental leave)
• Provide support for union-specific leave rules, based on group-specific guidelines and responses collected during intake
• Maintain records and audit timekeeping entries for accuracy and compliance with internal and external policies
• Collaborate with HR, Payroll, Benefits, and Leave Management teams to resolve discrepancies and improve processes
• Stay updated on relevant federal, state, and local leave regulations

Temporary Payroll Specialist – Leave Management

• Provide administrative support to the Disability and Leave of Absence teams
• Copy claim files upon request, setting up new claims and/or leave of absence upon request
• Conduct provider and member outreaches via telephone and email to follow up on outstanding information
• Responsible for mailings and/or manual updates to correspondence as necessary
• Maintaining and updating departmental documents
• Completes administrative support tasks for the team, including daily emails to customers, and prepares correspondence using templates
• Sends correspondence from a shared mailbox regarding decisions and follow-ups
• Works with internal partners to support flexibility, collaboration, creating a positive work environment, consistently maintaining professionalism and integrity, actively taking steps to foster high morale, and demonstrating a dedication to excellence
• Completes special projects as assigned
• Assists with other administrative tasks and duties as required

Claims Support Specialist – Temporary

• Administering various clients’ Family Medical Leave Act (FMLA) policy.
• Performing various clerical duties to support the administration and operational functions of the unit.
• Assisting associates with leave of absence requests and guiding them through the process.
• Processing all leave of absence paperwork according to established procedures and laws.
• Providing timely and accurate responses to associates and all levels of management concerning day-to-day issues and activities.
• Reviewing FMLA documentation for accuracy and completeness.
• Making recommendations to approve or deny requests for FMLA based on federal regulations.
• Coordinating correspondence, forms, and other documents via the claim system.
• Generating reports as required; maintaining files, inputs, and analyzes data.
• Assisting management with leave of absence situations and providing guidance within policy and established legal guidelines.
• Keeping complete records of all LOA requests and maintaining tracking and analysis of data.
• Participating in developing goals, objectives, and systems.
• Maintaining compliance with standards and federal/state regulations.
• Serving as an internal reference to the team for certification requirements and processing.
• Contacting Providers for clarification.
• Supporting management with special projects as necessary.
• Performing other duties as assigned.

Leave Case Manager

• Deliver outstanding customer service aligned with company values and vision.
• Cultivate trust and develop lasting customer relationships through meaningful and empathetic interactions.
• Engage with customers via phone, email, chat, text, and other communication platforms to deliver high-quality support.
• Accurately process customer orders, troubleshoot issues, and address concerns in a professional and supportive manner.
• Input customer orders from phone or fax into our purchasing system with accuracy.
• Perform regular account updates, including address and personal information changes.
• Apply company guidelines to manage customer credits and debits using proprietary software.
• Use computers, internal software programs, ordering systems, email, phone, and internet tools to support customer needs.
• Follow all customer service policies and procedures.
• Ensure each customer has a complete and satisfactory experience through personal accountability.
• Use sound judgment and policy knowledge to resolve issues efficiently and with care.
• Proactively identify customer needs and aim to exceed expectations at every interaction.
• Build relationships grounded in trust through clear and interactive communication.
• Support special projects and tasks as designated by management.

Customer Care Representative

• Makes timely, accurate, and customer-focused Short-Term Disability and/or Absence Management claim decisions and appeals
• Reaches out to obtain relevant clinical, vocational, employer, financial, and other information
• Compares information to the terms, limitations, and conditions of the contract/administrative services agreement and applicable procedural documents, and renders claim decisions
• Documents the claims system accurately and comprehensively
• Prepares, updates, and utilizes a claims management plan to attain the most appropriate outcome
• Remains in full compliance with regulatory requirements and operational standards
• Demonstrates proficiency in product and claims administration techniques and meets/exceeds claims team operational metrics
• Maintains genuine caring and empathetic customer service throughout all interactions to earn claimant and employer trust
• Works with internal partners to support flexibility, collaboration, and a positive work environment
• Performs other related duties as required

Operations

• Assist with program coordination and logistics for student activities and events
• Maintain accurate participant records and documentation
• Support communication with students, families, and program partners
• Help coordinate volunteer recruitment and management activities
• Assist with program evaluation and data collection efforts
• Provide administrative support for fundraising activities and donor relations
• Assist with grant application processes and reporting requirements
• Help maintain donor databases and contribution records
• Support special events planning and execution
• Assist with marketing and communications materials
• Manage general administrative tasks, including filing, correspondence, and record-keeping
• Coordinate office operations and maintain organized systems
• Order and manage office supplies and program materials
• Coordinate print projects, including materials production, vendor communication, and quality control
• Assist with financial record-keeping and expense tracking
• Support human resources functions as needed
• Handle general inquiries and provide excellent customer service
• Input and maintain data across various organizational systems
• Generate reports and assist with data analysis
• Ensure data accuracy and integrity across all platforms
• Support database management and updates

Administration and Operations Assistant

Customer Success Manager

• Supervising: Plan, prioritize, assign, supervise, and review the work of a team of remote team members responsible for providing customer service or sales support
• Prepare daily work schedules (as needed), ensuring proper operational coverage at the Peer Coach/Remote Team Member levels
• If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
• Perform quality audits according to client's expectations to identify areas of coaching needed within the team
• Provide weekly/monthly status reports on employee performance
• Monitor team productivity against client work requirements
• Review and approve timesheets
• Coaching/Team Development: Provide timely 1x1’s and coach on performance improvement opportunities
• Provide feedback and coaching on customer requirements/escalations
• Ensure KPI goals are met
• Assist with the continuing development of existing employees
• Uses creativity to develop an engaged workforce
• Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Respond to and resolve customer inquiries and complaints, both written correspondence and phone
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
• All other projects as assigned

Customer Success Supervisor

• Train a customer service team on client-provided content and supervise the team in production for the remainder of the project.
• Monitor and enhance team performance in productivity, customer satisfaction, and employee satisfaction.
• Provide individual coaching feedback sessions and one-on-ones to improve customer satisfaction, communication skills and technical ability.
• Provide learners with practical guidance and mentorship; supplement curriculum with localized content and real-world examples.
• Monitor participant progress within the learning platform and share insights to facilitate solutions.
• Develop and disseminate training materials; schedule classes and register participants; provide materials or supplies.
• Plan, prioritize, assign, supervise and review work of a team of remote team members providing customer service or sales support.
• Prepare daily work schedules ensuring proper operational coverage; liaise with workforce management for staffing as needed.
• Perform quality audits according to client expectations to identify coaching areas.
• Provide weekly/monthly status reports on employee performance and monitor team productivity against client work requirements.
• Review and approve timesheets and handle other assigned projects.
• Provide timely 1x1s and coach on performance improvement opportunities; provide feedback on customer requirements/escalations.
• Assist with continuing development of existing employees and implement goals and objectives; ensure adherence to policies and procedures.
• Communicate with other departments and management to resolve problems and expedite work; respond to and resolve customer inquiries and complaints.

Customer Success Supervisor, Trainer

Financial Planning and Analysis

Developing and implementing a working knowledge of all standard operating procedures associated with core functions (including data entry, categorization, researching data, scanning/reviewing, form processing)
Processing rule-based documents and other documents that may require problem-solving and minimal manual updates
Performing repeatable, as well as nonstandard, processing functions while upholding, with the intent to exceed, existing quality standards
Interacting with and relying on the team for questions and problem-solving
Researching errors and determining preventative measures
Researching complex participant benefit issues and providing resolution in accordance with due dates and document processes
Performing other duties as assigned

Customer Service Representative

Short-Term Disability Case Manager

Seasonal Customer Service Advocate

Temporary Payroll Specialist – Leave Management

Claims Support Specialist – Temporary

Leave Case Manager

Customer Care Representative

Short-Term Disability Case Manager

Administration and Operations Assistant

Customer Success Supervisor

Customer Success Supervisor, Trainer

Financial Forms Processor