Leave Analyst, Customer Care

Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.

Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.

We have received recognition numerous times as a top place to work, most recently ranking on Glassdoor’s “Best Places to Work in the U.S. 2024” list, and U.S. News & World Report’s “Best Companies to Work for 2024” list. In addition, we have been recognized for having one of the country’s Top 50 Midsize Early Talent Programs by RippleMatch’s 2024 Campus Forward Awards. There is no better time to be a part of Insperity, and our best work is yet to come. Learn more at Insperity.com.

Why Insperity?

Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.

Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.

Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.

We are currently seeking a Leave Analyst, Customer Care to join our team. This position is responsible for the active care, engagement, and support of all internal and external customers via phone on a full-time basis. During each call and related written correspondence or task completion, this position performs complex data analysis and the accurate interpretation of federal, state, and local leave of absence laws for customers across the United States. In addition, this position ensures regulatory compliance is upheld and accurately represented in a fast-paced, high-volume environment.

Responsibilities:

• Answers leave related calls throughout the workday speaking intelligently and confidently with all levels of the organization.

• Adopts a calm and professional demeanor when dealing with sensitive situations while listening to customer needs and providing helpful solutions to ease their concerns.

• Engages actively with and maintains a productive working relationship with vendors, state agencies, internal and external customers as well as team members on a frequent and continual basis.

• Researches and adheres to federal, state, and local leave laws, as well as Insperity policy, insurance plans and service level commitments.

• Evaluates leave requests and recommends appropriate action for employees, Insperity client companies and internal customers.

• Employs internal objectives for the end-to-end leave administration process, as they relate to federal and/or state leave mandates, as well as Insperity procedures and business decisions.

• Maintains knowledge on all federal, state, and local leave administration laws.

• Performs and executes system generated assignments related to leave administration.

• Ensures accuracy and timeliness of all leave-tracking activity, including but not limited to leave eligibility, entitlement, certification documents, the continuation of group health plan and supplemental benefit coverages as well as required and courtesy communications throughout the leave of absence cycle.

• Researches and responds to disability claim escalations related to state disability / paid family leave, short- and long-term disability.

• Facilitates client and internal calls for disability claim escalations.

• Maintains knowledge on state paid family medical leave policy changes and updates.

• Serves as a subject matter expert for state disability, paid family leave, and short and long-term disability.

• Stays current on FMLA, state leave mandates and income replacement requirements for both worksite and corporate leaves of absence.

• Identifies process needs and proposes enhancements to streamline verbal, written and other transactional activities.

• Organizes and leads leave-related presentations and conference calls with internal and external partners as needed.

• Generates ad hoc reports as requested by internal and external partners.

• Prepares, distributes, and retains documents for efficient record keeping.

• Works as a team member to maintain the highest level of customer service quality and productivity.

• Assists in the accomplishment of Insperity and Departmental goals.

• Helps other employees to accomplish Insperity and Departmental goals.

• Performs other duties as may be assigned by department supervisor.

• Participates in the Disaster Recovery plan as required.

Qualifications:

• Bachelor’s Degree in a related field or equivalent experience is required.

• Two to four years of experience in leave administration for a nationwide company is required.

• Working knowledge of federal, state and local leave laws.

• Accurate and efficient performance under narrow time limitations, coupled with significant decision-making and problem-solving skills.

• Competent in basic mathematics calculations; strong computer skills including data entry in Microsoft Office suite, Excel, Word/Windows and other applications.

• Communicates tactfully and concisely verbally and in writing and maintains effective work relations with those encountered in the course of employment; familiar with modern office methods, practices, procedures and equipment.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.