Leave Specialist

About the role

As a Leave Specialist you will be the primary contact for employees of companies we service and will manage a leave of absence from start to finish. You will also play a critical role of supporting your peers and Sparrow team members.

What your day to day will look like:

• Drive success through initial customer kickoff and provide a supportive personalized end-to-end leave of absence experience for customers using a combination of tools to manage communicate and update all stages of a leave.

• Act responsively accurately and with attention to detail in a considerate and timely manner with your assigned customers.

• Actively participate in team meetings providing feedback solutions and suggestions.

• Communicate and participate externally with employees going on leave to discuss the leave of absence process and specific leave questions.

• Partner with our internal payroll teams to ensure employees are paid accurately and on time.

• Interface and collaborate comfortably with a variety of key parties: individuals on leave HR/payroll teams state representatives doctor’s offices etc. through various methods of communication (phone call email video chat).

Attributes of a successful candidate who will excel at supporting our customers:

• Strong communication skills that allow you to interact comfortably with internal cross-functional teams and customers.

• You excel in active listening empathy and approachability.

• Be comfortable moving between multiple tasks in a quick succession.

• Maintains internal systems and processes.

In collaboration with the Sparrow team build a better product:

• Collect and share product feedback that you receive during customer interactions.

• Evaluate our impact throughout the lifecycle of each leave.

• Implement process improvements to resolve inefficiencies and address customer pain points.

• Provide and seek negative and positive specific feedback to your peers supporting your team's growth and development.

About you

• Superior organization skills and detail-oriented. You're able to track various tasks from different leaves and ensure nothing gets lost.

• Outstanding verbal and written communication skills. Clear empathetic communicator able to balance rapport and problem solving. You are comfortable communicating through email chat and phone calls.

• People person. Remarkable degree of empathy and interpersonal intuition and strong active listening skills. More than 2 years of client-facing experience where relationship-building is valued.

• Learner's mindset. Highly self-directed adaptable and up for feedback and implementation in a fast paced always changing environment.

• Proactive. You're always anticipating what might come next and how better to support the Leave Specialist team.

• Systems-oriented. Always thinking of how you can improve processes to make the team even more efficient.

• Trustworthy. You act with discretion and can be trusted to handle confidential information appropriately.

• Relentlessly Optimistic. You believe in and work for the possibility of change and are unyielded by uncertainty and roadblocks.

• Empathetic. You lead with empathy and understand each situation from our customers perspective and approach with compassion.