Absence Consultant - Remote

You will spend your day evaluating and resolving customer inquiries, working with the PFML/FMLA claims teams, and coordinating reporting across multiple products. You will serve as a point of contact across multiple product lines and business areas to support and enhance our customers’ leave experience. The impact you will make in this role will be based on the strength of these relationships and an ability to utilize independent judgement, critical thinking and solution-oriented creativity to meet the clients needs. 

WHAT WE CAN OFFER YOU: 

• Estimated Salary (Levels have variable responsibilities and qualifications):  
  • Absence & Compliance Consultant: $60,000 - $70,000 plus annual bonus opportunity  
  • Senior Group Claims Consultant: $75,000 -$80,000 plus annual bonus opportunity
• Benefits and Perks, 401(k) plan with a 2% company contribution and 6% company match.
• Regular associates working 40 hours a week can earn up to 15 days of vacation each year.
• Regular associates receive 11 paid holidays in 2024, which includes 2 floating holidays that are added to your prorated personal time to be used at your discretion.
• Regular associates are provided sick leave through the use of personal time. Associates working 40 hours a week can receive up to 40 hours of personal time in 2024, which is prorated based on the start date. Additionally you will receive two floating holidays in 2024 by way of personal time that may be used at your discretion.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment. [remove if open to sponsorship]

WHAT YOU'LL DO:

• Has and/or acquires product knowledge in all areas of the business: PFML and/or FMLA/Absence Management experience. With this knowledge, acts as a liaison for Absence management and manages relationships with the Field, Brokers and clients to ensure the scope and quality of services are met. 
• Delve into customer concerns and complaints regarding Claims and our entire range of products, providing complete ownership of the issue at hand for our Brokers and Clients. Take the lead in orchestrating and driving issue resolution from start to finish. 
• You will provide high quality and thorough customer service and provides excellent service recovery, to include investigating service complaints and turning complaint/error situations into an advantage, owning the responses to questions and concerns while delivering service from a total need level and using every contact as an opportunity to provide a positive customer experience. 
• Services and/or assists in servicing complex client issues and requests. When necessary, will partner with Claims and/or other internal business partners and create specific action plans for service recovery and improved customer satisfaction. 
• Consult with regional managers, sales associates, internal business partners and external vendor partners to assist clients regarding insurance coverage needs and plan design. This includes but is not limited to pre/post sale communications, participation in sales meetings, and ongoing service needs. 
• Proficient problem resolution skills. Identifies trends amongst the claim team and/or field offices and proposes recommended enhancements and/or solutions that can positively impact the customer experience. 
• Involved in all aspects of customer life cycle: Pre-Sale, Implementation, Post Sale, Customer Education, Service Follow ups for both National Accounts and Core Customers for all WS Products and Vendors 

WHAT YOU’LL BRING:

• 3+ years of disability claims experience and/or FMLA/PFML claims experience including expertise in claims management, adjudication, contract provisions, and the ability to communicate complex terms effectively. Proactive problem-solving for enhanced customer and broker claims experience. 
• You've mastered the art of diplomacy, negotiation, and relationship-building. Every interaction is a chance to shine. 
• Your ability to connect with others is second to none. You're not just a claims expert; you're a people person. 
• You've proven your knack for providing top-notch customer service and ability to handle claim escalations. It's not just a skill; it's a commitment. 
• Your communication and presentation skills aren't just good; they're excellent. You can present and articulate complex ideas and concepts effortlessly. 
• You're not bound by existing barriers, methods, or practices. You're a visionary, pushing boundaries and exercising sound, independent judgment. 
• Your team building and collaboration skills are your secret weapons. You know how to rally a team and work together effectively. 
• Ability to travel: 25% 
• You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• FMLA or PFML claims experience
• Group Benefits implementation experience
• Compliance experience

We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply! 

If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.

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