Connecticut Paid Family Medical Leave (CTPFML) Contact Center Specialist

Description

We are looking for a highly organized multi-tasker with excellent customer service skills to join the contact center team responsible for making sure that Connecticut residents are able to access pay during medical absences from work. You will play a critical role within United Way’s Connecticut Paid Leave team, responding to inquiries from the public and employers about processes for receiving compensation during leave to take care of themselves or loved ones as required by the Paid Family Medical Leave Act.

Please note that prior knowledge of the Paid Family Medical Leave Act is not required for this role (we will train you), but strong customer service skills, attention to detail, and the patience to help clients navigate a developing program providing legal benefits are essential for this position. If this describes you, we look forward to hearing from you.

What you will do

• You will respond to inquiries by phone or email from employees seeking information about their rights under the Paid Family Medical Leave Act, researching answers when necessary and following up in a timely fashion.
• You will work with employers to answer their questions about their obligations under the PFMLA Act.
• You will ensure that all callers receive the assistance they need, following up as necessary and documenting outcomes for each call.
• You will work with program leaders to establish appropriate metrics and quality assurance measures.

When and where you will work

This is a full-time position that works 8:30 to 5 pm Monday through Friday. We offer a hybrid work environment from home and from the office.

Why you should work here

• Competitive pay
• An environment where you will constantly be learning, including professional development and opportunities for growth within United Way
• Opportunity to work as part of a team passionate about raising the quality of early child care in our state

The Pay & Benefits: $21.00 per hour pay rate.

Spanish- or Portuguese-speaking applicants who are hired and pass certification after 90 days on the job will get an additional $.75 per hour (an additional $1.50 per hour for both languages).

• An outright 5% 401(k) contribution.
• 20 days of Paid Time Off in a calendar year – you begin accruing immediately!
• 13 paid holidays per year.
• Generous health benefits including 80% coverage of your medical plan premium and deductible.
• Tuition reimbursement (after 1 year).
• Employment at UWC counts toward Public Service Student Loan Forgiveness.
• Supportive, culturally diverse and inclusive company culture.
• And more!

The Hours: Monday through Friday 8:30a.m. – 5:00p.m. (Expected start date is June 2nd)

After job training, position will be hybrid (in office and remote).

Requirements

Who you are

• You have a Bachelor's degree.
• You have some work experience, ideally with a track record of providing excellent customer service.
• You are a strong communicator with excellent organizational, problem-solving, and critical thinking skills.
• You enjoy being part of a team that is building a new program and have the patience to help clients navigate the complexities of figuring out the implications that a new law has for them.

United Way of Connecticut, Inc. endeavors to make www.ctunitedway.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (860) 571-7500. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

United Way fights for the health, education, and financial stability of every person in every community. We unequivocally denounce racism and ethnic discrimination in all forms, and we remain committed to building a future of greater opportunity and true equity for all people living in our communities. We act by tackling the structural barriers to equity from past and present systemic racism that have impeded the health, safety and wellbeing of traditionally marginalized people.