Seasonal MyHR Live Support Sr. Advisor

About the Role

This is a contract role. The My HR Live Support (MHLS) team is seeking an MHLS Sr. Advisor to support our Tier 2 Specialty Operation. The MHLS Tier 2 Specialty Team provides customer service to Amazon employees through phone, chat, ticketing, and cases related to payroll, disability, policies, and more. This role acts as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts. Sr. Advisors provide case consultations and resolution for all types of 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 the Specialized Support Queues.
• Serve as a point of contact for employees to provide 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 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 during a leave event, ensuring appropriate communication and documentation, even with limited information.
• Use judgment and rationale to balance process adherence with employee 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 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 team members, and other support units.
• Escalate trends to management to address training or quality gaps.

Requirements & Tech Stack

• Microsoft Office including Outlook, Word, and Excel.

Qualifications

• Bachelor's degree.
• Minimum of 1 year experience in customer service, Human Resource management, Case management, or Leave & Disability management role.
• Preferred: 3+ years of case management experience.
• Preferred: Bachelor's degree in business, HR, or a related field.
• Preferred: Experience identifying and resolving complex issues.
• Preferred: Experience working with and protecting confidential and sensitive HR information.
• Preferred: Ability to build strong relationships and influence others in a cross-functional environment.
• Preferred: Experience providing guidance to employees or managers 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.