Seasonal MyHR Live Support Sr. Advisor

Logistik, försäljning och verksamhet · HR och administration · HR-verksamhet · Administrativt stöd

I korthet

MHLS Sr. Advisor needed for Tier 2 Specialty Operation to provide customer service for Amazon employees via phone, chat, and ticketing, focusing on payroll, disability, and policies. This contract role requires strong communication, analytical skills, and the ability to manage complex cases and sensitive situations.

Ansvarsområden

Provide customer service to Amazon employees through 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 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 case management plans to an employee’s changing needs.
Address and respond to sensitive situations 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 the right communication and documentation occurs.
Use good judgement and rationale 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 returning to the workplace.
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 both verbally and in writing.
Ensure compliance with standard work, federal/state regulations, and company policy.
Maintain system records to ensure accurate and timely information/documentation.
Consult, coordinate and partner with third-party administrators, local HR, Safety, Legal, Payroll, Benefits team members and other support units.

Krav

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

Önskade kvalifikationer

3+ years of case management experience, or Bachelor's degree in business, HR, or a related field
Experience identifying and resolving complex issues
Experience working with and protecting confidential and sensitive HR 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

Förmåner

This is a contract role

Färdigheter

Microsoft OfficeExcelWordPowerPoint

#MyHR#Live Support#Sr. Advisor#Tier 2#Specialty Operation#Customer Service#Payroll#Disability#Policies#Leaves of Absence#Case Management#HR Information#Communication#Organizational Skills#Attention to Detail#Fast-Paced Environment#Relationship-Building#Influencing Abilities#Analytical Skills#Critical Thinking#Customer Service Focus#Microsoft Office#PowerPoint#Excel#Word

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