Connecticut Paid Family Medical Leave (CTPFML) Contact Center Specialist

Paid Leave Contact Center Team Member

Be the guide who helps Connecticut workers access the support they deserve. Join a team that's changing lives—one call at a time.

Are you a natural problem-solver who loves helping people feel informed, supported, and empowered? Do you thrive in fast-paced environments where every interaction makes a real difference? If so, you might be the perfect fit for our Connecticut Paid Leave Contact Center Team! We're searching for a highly organized, multitasking superstar with excellent customer service skills to help ensure Connecticut residents can access income replacement during medical leave—whether they're caring for themselves or someone they love. In this role, you become the calm, confident guide who helps employees and employers understand how to receive compensation through the Paid Family Medical Leave Act (PFMLA). No PFMLA experience? No problem. We'll train you—what we need is your empathy, attention to detail, and ability to help people navigate an evolving, essential public program.

Why You'll Love This Role

• Competitive Pay – $21/hour plus great benefits.
• Hybrid Schedule – after training, enjoy flexibility with 4 remote days and 1 in-office day.
• Great Learning Environment - including professional development and opportunities for growth.
• Be part of a team that's genuinely passionate about making Connecticut better.

What You'll Do

• You'll be the friendly expert who helps callers make sense of important benefits by:
• Answering questions via phone or email from employees seeking clarity about their PFMLA rights.
• Helping employers understand their responsibilities under the law.
• Researching and following up on more complex questions.
• Ensuring every caller receives accurate, timely information—and documenting outcomes along the way.
• Collaborating with program leaders to shape metrics and quality standards that make our services shine.
• Every day, you'll bring clarity, reassurance, and support to callers who are trying to figure out their next steps.

Perks & Benefits

• At United Way, you'll join a mission-driven team that's passionate about strengthening communities—and supporting the people who support those communities.

Here's what you can look forward to:

• Competitive pay: $21.00/hour
• Language differential: Earn an additional $0.75/hr. for Spanish or Portuguese (or $1.50/hr. for both!) after certification
• An 5% employer-paid 401(k) contribution—yes, 5%
• 20 days of PTO per year (accrual begins immediately!)
• 13 paid holidays plus 1 floating holiday
• Generous health benefits, including 80% coverage of your medical plan premium and deductible
• Tuition reimbursement after 1 year
• Employment counts toward Public Service Student Loan Forgiveness
• A supportive, diverse, and inclusive culture where you can bring your whole self
• Ongoing learning, professional development, and real opportunities for growth
• A team that's genuinely passionate about making Connecticut better

Schedule & Environment

• The Hours: Monday through Friday 8:30 AM – 5:00 PM
• Hybrid after training: after training, enjoy flexibility with 4 remote days and 1 in-office day.

Requirements

Who Thrives Here?

You're someone who loves helping others—and loves learning. You bring:

• A bachelor's degree
• Experience providing excellent customer service (any industry!)
• Strong communication, organization, and problem-solving skills
• Patience, empathy, and the ability to explain complex information clearly
• A team mindset and excitement for building and improving a new statewide program

If you're ready to join a mission-driven team and help Connecticut residents access the benefits they rely on, we can't wait to meet you.