The My HR Live Support (MHLS) team is currently seeking to hire an MHLS Sr. Advisor to support our Tier 2 Specialty Operation. The MHLS Tier 2 Specialty Team primarily provides customer service to Amazon employees through phone, chat, ticketing, and cases related to payroll, disability, policies, among others. This role will act as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts. The Sr. Advisors provide case consultations and overall resolution and support for all types of leaves of absence and disability life events to our Amazon employees. They are highly skilled in answering questions, obtaining the right information from SOPs and knowledge centers, providing direct support through different live and written channels, understanding the employee’s situation, applying appropriate benefits, responding to changing circumstances; and paves the way for a connected and trusted case management experience. The Sr. Advisor will also escalate trends to management to address any training or quality gaps identified.
The ideal candidate will possess exceptional communication and organizational skills, a keen attention to detail, the ability to prioritize in a fast-paced environment, strong relationship-building and influencing abilities, robust analytical and critical thinking skills, and a customer service focus that aligns with Amazon's global standards.
Key job responsibilities
• Respond to inquiries about disability and leave events, time-off, payments, and work-related situations available to employees.
• Inbound and Outbound phone, chat and case support through the Specialized Support Queues.
• Serve as a point of contact for employees to provide holistic case management services, including medical documentation review to adjudicate compliance with corresponding leave plans, federal and state laws and benefit plans as defined by Amazon.
• Critically assess and adjust the case management plan to an employee’s changing needs.
• Address and respond to sensitive situations in benefit of employee experience and attempt to de-escalate complex cases.
• Manage own workload effectively to meet productivity goals and escalate when significant changes or gaps in assigned workload 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, even when information is limited.
• 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 our third-party administrator, local HR, Safety, Legal, Payroll, Benefits team members and other support units as appropriate.
Basic Qualifications
- Knowledge of MS Excel, Word, SharePoint and PowerPoint
- Speak, write, and read fluently in English
- 1+ years of customer service experience, or Bachelor's degree in business, HR, or a related field
- Work flexible schedules including weekends, nights, and holidays
- Bachelor's degree
- Demonstrated a strong customer obsession, ability to dive deep, bias for action, and high-level judgement on complex cases
Preferred Qualifications
- Experience handling confidential information
- 1+ years of case management experience, or Bachelor's degree in business, HR, or a related field
- Ability to apply critical thinking and identify issues for problem solving
- 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
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