• Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies • Handle high volume of incoming calls in a prompt and professional manner • Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests • Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps • Meet & adhere to attendance and schedule, production and performance metrics, and quality goals • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times • Maintain a positive, empathetic, and professional behavior towards the customers at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Engage in ongoing education and training around laws, policies and service delivery • Provide innovative ideas that can support the ongoing growth of the Absence Department • Other duties as assigned