Seasonal MyHR Live Support Sr. Advisor

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

In short

This is a contract role for a Seasonal MyHR Live Support Sr. Advisor. The role involves providing Tier 2 customer service to Amazon employees regarding payroll, disability, and policies through phone, chat, and ticketing. The Sr. Advisor will act as a point of contact for complex issues and manage case consultations for leaves of absence and disability life events.

Responsibilities

Respond to inquiries about disability and leave events, time-off, payments, and work-related situations.
Provide inbound and outbound phone, chat, and case support through Specialized Support Queues.
Serve as a point of contact for employees, offering holistic case management and medical documentation review.
Critically assess and adjust case management plans to an employee’s changing needs.
Address and respond to sensitive situations, de-escalate complex cases, and ensure positive employee experience.
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 proper communication and documentation.
Use good judgment to balance process adherence with employee needs for disability, leave, and benefits requests.
Facilitate a smooth return to work and ramp-back plan for employees.
Educate managers and business partners on employee concerns and needs prior to starting a leave or returning 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.

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 or Leave & Disability management role

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 handling confidential information
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

Benefits

This is a contract role.
Inclusive culture empowers Amazonians to deliver the best results for our customers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Skills

Microsoft OfficeOutlookWordExcel

#HR#Payroll#Disability#Leave of Absence#Case Management#Customer Service#Benefits#Compliance#Employee Relations

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