Customer Success Manager – Paid Family Medical Leave (PFML)
Augusta, Maine
Maine School Management Association (MSMA) is seeking a full-time Customer Success Manager. Hours of operation are Monday-Friday from 8:00 a.m. to 4:30 p.m. Hybrid work from home/in office schedule is available for this position.
MSMA is the service organization for the Maine School Boards Association and the Maine School Superintendents Association.
The position requires a high level of technical expertise and ability to work effectively as a problem-solver. Knowledge of benefit coverage provided through the paid family and medical leave program or ability to get up to speed quickly is essential. Must be an excellent problem-solver and skilled in phone interactions with employees from school districts participating in a private PFML plan with the applicable carrier. Preferred qualifications include a BA/BS degree or equivalent customer service work experience. A minimum of 1 year of group insurance experience, as well as previous experience in a client facing or account management role is required.
Responsibilities include but are not limited to: Handle inquiries about paid family medical leave (PFML) coverage and benefit levels. Provide assistance to customers with claims filing problems or concerns. Serve as a customer advocate with the applicable insurance provider. Resolve issues regarding benefit payments. Interact with school units regarding benefit coverage and procedures. Maintain a high level of working knowledge of state and federal laws, rules and regulations which govern insurance programs. Coordinate with the applicable insurance broker, as needed. Manage end-to-end investigation, resolution and response to all customer inquiries. Build and maintain strong relationships with member school district administrators. Provide upfront and continual education of the customer on Maine’s PFML processes, policies, procedures including self-service functionality and navigation of the applicable carrier’s portal.
MSMA offers a competitive wage and benefits package. Rate of pay will be comparable for like positions.
Start Date: As soon as a suitable candidate is found.
Please submit a letter of application and resume, including the names and phone numbers of three recent references to:
Email: msma@msmaweb.com
Maine School Management Association
49 Community Drive
Augusta, ME 04330
(207) 622-3473
www.msmaweb.com
EOE