Disability Customer Advocate

Job Summary

To support a dedicated customer service team, the full-time Disability Customer Advocate will manage escalated claim inquiries and concerns, conduct root cause analyses, and collaborate with cross-functional teams to enhance the customer experience in a virtual environment.

Key Responsibilities

• Conduct root cause analyses and collaborate with internal stakeholders to enhance the customer experience
• Manage escalations from various channels while maintaining professionalism and integrity
• Track and report on escalation outcomes, trends, and key themes to leadership

Required Qualifications

• 3+ years of disability and/or leave management experience, including STD, LTD, and Absence Management
• Experience handling escalated customer concerns and complex claim issues
• Strong investigative and analytical skills
• Ability to manage competing priorities in a fast-paced environment
• Demonstrated critical thinking skills in analysis and strategic planning