Seasonal MyHR Live Support Sr. Advisor

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

In short

Amazon seeks a Seasonal MyHR Live Support Sr. Advisor for its Tier 2 Specialty Operation. This contract role involves providing advanced customer service for payroll, disability, and policy-related issues through phone, chat, and ticketing. The advisor will manage complex cases, consult on leaves of absence, and escalate trends to management.

Responsibilities

Provide customer service to Amazon employees via phone, chat, ticketing, and cases related to payroll, disability, and policies.
Act as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts.
Provide case consultations and overall resolution and support for all types of leaves of absence and disability life events.
Answer questions, obtain information from SOPs and knowledge centers, and provide direct support through different live and written channels.
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.
Serve as a point of contact for employees to provide holistic case management services, including medical documentation review.
Critically assess and adjust the case management plan to an employee’s changing needs.
Address and respond to sensitive situations to improve employee experience and attempt to de-escalate complex cases.
Manage own workload effectively to meet productivity goals and escalate when significant changes or gaps arise.
Troubleshoot issues and seek to remove barriers before, during, or after a leave event.
Respond to employee impacting issues that may arise during the leave event and ensure right communication and documentation.
Use good judgment to balance process adherence with employee’s needs to analyze and decide on 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 back 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 administrator, local HR, Safety, Legal, Payroll, Benefits team members 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 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 empowers Amazonians to deliver the best results.

Skills

Microsoft OfficeExcelWordPowerPoint

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

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