Seasonal MyHR Live Support Sr. Advisor

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

In short

This contract role involves providing Tier 2 support for Amazon employees through phone, chat, and ticketing for issues related to payroll, disability, and policies. The Sr. Advisor will act as a point of contact for complex issues, offer case consultations, and manage leaves of absence and disability life events, escalating trends to management.

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 services including medical documentation review.
Critically assess and adjust case management plans to meet an employee’s changing needs.
Address and respond to sensitive situations, de-escalate complex cases, and ensure employee experience is prioritized.
Manage own workload effectively to meet productivity goals and escalate significant changes or gaps.
Troubleshoot issues and seek to 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 and rationale 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, Benefits teams, and other support units.

Requirements

Bachelor's degree
Knowledge of Microsoft Office including PowerPoint, Excel, and Word
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 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

Inclusive culture empowers Amazonians to deliver the best results for customers.
Workplace accommodation or adjustment during the application and hiring process, including support for interview or onboarding process.

Skills

Microsoft OfficePowerPointExcelWord

#MyHR Live Support#Sr. Advisor#Payroll#Disability#Policies#Leaves of Absence#Case Management

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