CRC Associate 11.8

Title: Covid Resource Center (CRC) Specialist (HR/Claims Specialist) Location: Remote Contract Length: 3 months with potential to extend or convert Job Description Join our Clients CRC team and help make a difference for their internal employees. The CRC provides assistance to employees who are impacted by COVID-19, in the form of accurate, consistent, and timely responses to inquiries via phone and web case. We are currently building a team of CRC Associates that will be dedicated to assisting employee questions via phone and processing web case about time away from work due to COVID-19. In this role, team members will interact directly with employees in a way that builds trust and displays empathy by providing accurate information and resolving issues. Associates must be able to listen actively to employees concerns and questions, and provide complete and accurate information about HR policy, time off policy, pay impacts, benefits information, and other HR items. As a CRC Associate, your responsibilities will be:

• Serve as the support contact for employees with questions about their time away from work due to illness
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
• Build customer trust by empathetic handling of sensitive issues
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved
• Receive queries via phone or web case and log contacts into the shared service case management system
• Handle customer absence claims end to end and contact customers to inform them of resolution, when appropriate
• Assess new claims and make accurate classifications about the type of absence required
• Contact employees as needed and keep them updated on the status of their claim
• Ensure all tasks and decisions are rendered within SLA
• Navigate ambiguous claim requests and apply good judgement about how to apply policy and regulations to the case in question

• 3+ year of contact center or equivalent experience.
• Excellent verbal communication skills

• Knowledge of US federal and state leave and disability laws
• Previous HR experience
• Experience handling difficult calls and successfully applying de-escalation techniques
• Proven ability to manage customer contacts in a fast paced environment.