Leave of Absence Coordinator | Bilingual

Key Responsibilities

• Assist managers and associates with Family and Medical Leave (FMLA), state leave programs, and related absence inquiries.
• Review file notes and clearly explain leave policies, processes, and next steps to employees and managers.
• Capture accurate information from high-volume inbound calls and update records in the CRM, Absence Tracker, and other leave systems.
• Research and resolve discrepancies related to leave requests, documentation, and eligibility.
• Apply working knowledge of federal and state leave regulations to ensure policy compliance.
• Compile and submit required employee data for state leave programs as applicable.
• Manage associated leave tasks, including Helix case management, document routing, and email scan processing.
• Ensure all leave cases are properly documented and maintained within the AbsenceSoft / Absence Tracker system.
• Communicate leave updates and changes via phone, Helix cases, and AbsenceSoft / Absence Tracker tools.
• Balance multiple priorities in a fast-paced environment with frequent interruptions.
• Provide timely, professional follow-up to employees and managers throughout the leave lifecycle.

Qualifications

• Bachelor’s degree with leave of absence experience OR 3+ years of experience supporting leave of absence inquiries.
• Working knowledge of federal and state leave regulations, including FMLA; state-specific leave experience strongly preferred.
• 3 years’ experience in a customer support or call-center-based environment.
• Excellent verbal communication and active listening skills.
• Highly organized and detail-oriented with strong analytical and problem-solving abilities.
• Proven ability to manage high call volumes, multitask, and prioritize effectively in a dynamic, high-pressure setting.
• Proficiency with Microsoft Office tools, including Excel, Word, Teams, and Office 365.
• Bilingual in Spanish and English.
• Experience with Short-Term Disability (STD) and ADA processes preferred.