Seasonal MyHR Live Support Sr. Advisor

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

In short

This contract role seeks a MyHR Live Support Sr. Advisor for Amazon's Tier 2 Specialty Operation. The position involves providing customer service via phone, chat, and ticketing for payroll, disability, and policy-related issues, acting as a key point of contact for complex cases and offering holistic case management services.

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.
Review medical documentation to adjudicate compliance with leave plans, laws, and benefit plans.
Critically assess and adjust case management plans to an employee’s changing needs.
Address and respond to sensitive situations, attempting to de-escalate complex cases.
Manage workload effectively to meet productivity goals and escalate when necessary.
Troubleshoot issues and seek to remove barriers before, during, or after a leave event.
Ensure right communication and documentation for employee-impacting issues during leave events.
Use good judgment to balance process adherence with employee needs to analyze and decide on requests.
Facilitate a smooth return to work and ramp-back plan for employees.
Educate managers and business partners on employee concerns and needs.
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, and other support units.

Requirements

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

Benefits

Inclusive culture that empowers Amazonians.
Workplace accommodation and adjustment during the application and hiring process.

Skills

Microsoft OfficeOutlookWordExcel

#HR#Payroll#Disability#Leave of Absence#Case Management#Customer Service

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