Totem Leave Specialist

Totem is a leader in benefits consulting and is seeking outgoing individuals interested in working full-time in a casual environment.

The Leave Specialist role serves as the primary contact for employees and clients seeking assistance regarding leave of absence and disability benefits. This role delivers exceptional customer service in a high-volume call center environment by accurately responding to inquiries, coordinating leave processes, documenting interactions, and ensuring compliance with client policies and applicable regulations. The ideal candidate is customer-focused, meticulous, and able to manage multiple priorities in a demanding environment.

• Deliver exceptional customer service in a professional, courteous, and empathetic manner within a call center environment.
• Answer incoming calls, return voicemails and place outbound calls as needed.
• Respond to customer and client inquiries regarding:
• Family and Medical Leave (FMLA) and State Disability Programs
• Short-Term Disability (STD) and Long-Term Disability (LTD)
• Communication of leave eligibility and accurately coordinate leave of absence benefits and program information.
• Provide accurate, client-specific information while maintaining confidentiality and compliance with company policies.
• Document all customer interactions with accuracy within required systems.
• Excellent verbal/ written communication skills and strong active listening skills.
• Customer-focused with the ability to build rapport and demonstrate empathy.
• Ability to communicate complex information clearly and professionally.
• Strong computer proficiency, including data entry and keyboarding skills.
• Strong mindfulness with a commitment to accuracy.
• Ability to identify issues requiring escalation and take appropriate action.
• Excellent organizational and time management skills
• Ability to prioritize work effectively while managing competing priorities.
• Comfortable working in a fast-paced, high-volume, interruption-driven environment.
• Ability to consistently meet productivity and quality standards.
• Adaptability and flexibility in a changing environment.
• Strong teamwork and collaboration skills.
• Resilience and stress tolerance under demanding workloads.
• Professionalism, integrity, and sound judgment.

• Previous customer service or call center experience.
• Experience supporting leave of absence, disability, benefits administration, human resources, or healthcare-related services.
• Knowledge of Family and Medical Leave, disability programs, or employee benefits is preferred not required.
• Bilingual fluency in English and Spanish (spoken and written) is preferred.