Seasonal MyHR Live Support Sr. Advisor

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

In short

Amazon's My HR Live Support team seeks a Sr. Advisor for Tier 2 Specialty Operations, providing comprehensive support for payroll, disability, and policy inquiries. This remote contract role involves managing complex cases, offering consultations on leaves of absence and disability, and escalating trends to management.

Responsibilities

Respond to inquiries regarding disability, 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 holistic case management services, including medical documentation review for compliance with leave plans, laws, and benefit plans.
Critically assess and adjust case management plans based on employee's changing needs.
Address and respond to sensitive situations to enhance employee experience and de-escalate complex cases.
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 sound judgment to balance process adherence with employee needs when analyzing 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 related to leaves or 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, Benefits teams, 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
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

Contract role
Inclusive culture empowers Amazonians
Support for workplace accommodation during application and hiring process

Skills

Microsoft OfficeOutlookWordExcel

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

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