MHLS Sr. Advisor, Work Ev [S], MHLS Sr. Advisor, WE [A], MHLS, My HR Live Support VAR

Logistics, Sales & Operations · HR & Admin · HR Operations · Administrative Support

In short

The My HR Live Support (MHLS) team is hiring an MHLS Sr. Advisor to provide Tier 2 customer service for Amazon employees via phone, chat, and ticketing, focusing on payroll, disability, and policy inquiries. This remote contract role involves holistic case management, medical documentation review, and direct support for complex issues, requiring strong analytical and communication skills.

Responsibilities

Provide customer service to Amazon employees via phone, chat, and ticketing for issues related to payroll, disability, policies, and more.
Act as a point of contact for complex issues, offering immediate assistance and handling challenging employee contacts.
Provide case consultations and resolution for all types of leaves of absence and disability life events.
Answer questions, obtain information from SOPs and knowledge centers, and provide direct support.
Understand employee situations, apply appropriate benefits, and respond to changing circumstances.
Escalate trends to management to address training or quality gaps.
Respond to inquiries about disability and leave events, time-off, payments, and work-related situations.
Handle inbound and outbound phone, chat, and case support through Specialized Support Queues.
Perform medical documentation review to adjudicate compliance with leave plans, laws, and benefit plans.
Critically assess and adjust case management plans to employee's changing needs.
Address and respond to sensitive situations, de-escalate complex cases, and ensure employee experience is prioritized.
Manage workload effectively to meet productivity goals and escalate significant changes or gaps.
Troubleshoot issues and remove barriers before, during, or after a leave event.
Respond to employee impacting issues during leave events, ensuring communication and documentation.
Use judgment to balance process adherence with employee needs for disability, leave, and benefits requests.
Facilitate smooth return-to-work and ramp-back plans for employees.
Educate managers and business partners on employee concerns and needs related to leave and return-to-work.
Communicate regular updates to employees and stakeholders verbally and in writing.
Ensure compliance with standard work, federal/state regulations, and company policy.
Maintain system records for accurate and timely information/documentation.
Consult, coordinate, and partner with third-party administrators, local HR, Safety, Legal, Payroll, and Benefits teams.
Manage a mix of escalated cases and direct employee contacts.
Research and resolve immigration inquiries.
Process documentation and letter requests.
Manage leave-related concerns.
Support employees through accommodation processes.
Own each case from first contact through resolution, proactively following up and removing roadblocks.
Listen with empathy, anticipate employee needs, and go beyond the immediate question for a complete experience.
Handle chat, phone calls, and back-office work interchangeably.
Navigate multiple systems, tools, and applications simultaneously with speed and accuracy.

Requirements

Bachelor's degree
Knowledge of Microsoft Office including Outlook, Word, and Excel
Minimum of 1 year experience in customer service or Human Resource management or Case management

Desired Qualifications

3+ years of case management experience, or Bachelor's degree in business, HR, or a related field
Experience identifying and resolving complex issues
Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
Ability to build strong relationships and influence others while working in a cross functional environment
Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters

Skills

Microsoft OfficeOutlookWordExcel

#Administrative Support

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