MHLS Sr. Advisor, MHLS Sr. Advisor

About the Role

The My HR Live Support (MHLS) team is seeking an MHLS Sr. Advisor to support our Tier 2 Specialty Operation. This contract role involves providing customer service to Amazon employees through phone, chat, ticketing, and cases related to payroll, disability, and policies. The Sr. Advisor will act as a point of contact, offering immediate assistance on complex issues and handling challenging contacts. They will provide case consultations and resolution for leaves of absence and disability life events.

Key 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 holistic case management services, including medical documentation review to ensure compliance with leave plans, federal and state laws, and benefit plans.
• Critically assess and adjust case management plans to an employee’s changing needs.
• Address and respond to sensitive situations to benefit 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 a leave event, ensuring proper communication and documentation.
• Use judgment and rationale to balance process adherence with employee needs when deciding 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 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.
• Manage a mix of escalated cases from Tier 1 advisors and direct employee contacts.
• Research and resolve immigration inquiries, process documentation and letter requests, manage leave-related concerns, and support employees through accommodation processes.
• Own each case from first contact through resolution, proactively following up and removing roadblocks.
• Handle chat, phone calls, and back-office work interchangeably.
• Navigate multiple systems, tools, and applications simultaneously with speed and accuracy.

Requirements & Tech Stack

• Microsoft Office including Outlook, Word, and Excel.
• Proficiency navigating multiple systems, tools, and applications.

Qualifications

• Bachelor's degree.
• Minimum of 1 year of experience in customer service, Human Resource management, or Case management.
• 3+ years of case management experience (preferred).
• Bachelor's degree in business, HR, or a related field (preferred).
• 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 in a cross-functional environment.
• Experience providing guidance on leave of absence, disability plans, accommodations, human resources, benefits, or employee matters.
• Exceptional communication and organizational skills.
• Keen attention to detail.
• Ability to prioritize in a fast-paced environment.
• Strong relationship-building and influencing abilities.
• Robust analytical and critical thinking skills.
• Customer service focus aligned with Amazon's global standards.
• Self-starter.
• Ability to prioritize competing demands.
• Relentless focus on delivering the best possible experience for every employee.