Leave Administration Support Specialist

About the Role

The Leave Administration Support Specialist at MicroSourcing supports the U.S.-based Leave Administration team by managing inbound calls, chats, emails, and faxes related to employee leaves. The role is focused on accurate case handling, exceptional service delivery, and abiding by privacy and compliance standards in a virtual contact center environment.

Key Responsibilities

• Contact Center Support: Answer calls and live chats, manage emails and faxes, follow scripts, and document interactions accurately.
• Leave Case Documentation & Processing: Upload, categorize, verify, review documentation, update case notes, and track deadlines.
• Email & Fax Queue Management: Monitor shared inboxes, assign cases for escalation, and maintain HIPAA compliant filing.
• System & Data Entry: Enter data accurately into the leave management system and generate activity summaries.
• Team Collaboration & Continuous Improvement: Participate in team huddles, training sessions, and recommend process improvements.

Qualifications

Preferred candidates have an Associate’s or Bachelor’s degree and at least 2 years of experience in a customer service or contact center environment. Experience in HR services, employee benefits, or medical-related communications is highly regarded. Familiarity with Microsoft Office Suite and contact center software (e.g., Zoom, Genesys, Zendesk) is required.

Benefits & Culture

Competitive rewards include above-market compensation, healthcare coverage starting day one, paid time-off with cash conversion, group life insurance, performance bonuses, and a collaborative work environment that celebrates diversity and inclusion.

Key skills/competency

Contact Center, Leave Administration, Documentation, HIPAA, CRM, Case Management, Microsoft Office, Customer Service, Compliance, Data Entry