JOB TITLE: EMPLOYEE SUCCESS ASSOCIATE

Reports To: Operations Manager
FLSA Status: Non-Exempt
Job Location: As a remote-first organization, employees are expected to primarily work within reasonable driving commute to our main office locations (Roseville CA, Atlanta GA, Phoenix AZ, and Oklahoma City OK) to meet the requirements of team gatherings, one-off meetings, and company-wide events, as well as the legal, tax, and security regulations based on our business operations.
Note: We do not have a physical office location in Oklahoma City at present (but we may acquire one in the future). Therefore, initially this position would be fully remote. Employees are expected to live within a reasonable driving commute of the Oklahoma City area and report to the office bi-weekly - 2 days per month, if an office in Oklahoma City is acquired in the future.

• Administer a full workload of leaves of absence and ADA claims for multiple clients, per client policies, while adhering to federal and state leave law regulations.
• Leave administration includes, but is not limited to, confirming leave eligibility, reviewing medical documentation, communicating with healthcare providers, client employees and members of the HR team, and confirming return-to-work.
• ADA administration includes, but is not limited to, engaging in the interactive discussion process on behalf of the client, documenting the process, seeking clarification as necessary, and acting as a resource for a client as they assess the request for accommodations on a case-by-case basis.
• Provide excellent customer service by answering phones, responding to emails, and communicating effectively with clients’ employees in a timely manner - answering questions regarding leave entitlement, client policies, and benefits.
• Coordinate effectively with Claim Specialists to ensure that employee claims are adjudicated timely and accurately.
• Draft and send letters to employees regarding leave entitlement, disability benefits, and/or the interactive discussion process.
• When applicable, initiate return-to-work accommodations while adhering to relevant federal regulations.
• Maintain high quality employee leave and ADA files according to set standards and naming conventions.
• Able to take on additional work with short notice (e.g. client needs to be taken over on short notice due to business needs).
• When required, coordinate between short-term disability insurance carriers, worker’s compensation insurance providers, and the employee.
• Participate in client meetings, company-wide off-site meetings, and training programs which may require some infrequent travel.
• Available to back up multiple accounts.
• Perform other duties as assigned in order to meet business needs.
• Expected to work 40 hours per week.
• Expected to report to the office bi-weekly - 2 days per month (if an office is acquired in Oklahoma City in the future).
• Expected to be a self-starter who can work independently, take initiative, actively participate in team discussions and collaborate effectively while working in a remote-first environment.
• Perform above duties between regular business hours:
• California: Monday to Friday, 8am to 5pm (PST)
• Georgia: Monday to Friday, 8am to 5pm (EST)
• Arizona: Monday to Friday, 8am to 5pm (MST)
• Oklahoma: Monday to Friday, 8am to 5 pm (CDT)
• A four-year college degree in a similar or related field.
• Proficient typing and strong knowledge of MS Word.
• A passion for excellent customer service.
• Ability to prioritize tasks and focus on the most important ones.
• Ability to communicate effectively with colleagues, leadership, clients, and employees.
• Have a system for keeping track of work to ensure that the work is done on time and accurately.
• Ability to identify and solve problems quickly and efficiently.
• Willing to learn and take on new challenges.
• Takes the initiative to understand the why behind things.
• Receptive to feedback and embraces continuous improvement.
• Planning ahead, managing time well, being on time, and thinking of better ways to do things.
• Being helpful, respectful, approachable and team-oriented, building strong working relationships and contributing to a positive work environment.
• Excellent follow through and common sense.
• Excellent attention to detail.
• Strong organizational, quantitative, and verbal/written communications skills.
• Ability to comprehend a variety of informational documents including, but not limited to, disability plan documents and client leave policies.
• Ability to comprehend and interpret a variety of reference books and manuals including administrative manual, personnel policies, and state and federal regulations.
• Ability to keep abreast of any changes in law, policy, methods, procedures, etc. as they pertain to clients.
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