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.

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 employees, offering holistic case management services, including medical documentation review for 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 proper communication and documentation, even with limited information.
• Use good judgment and rationale to balance process adherence with employee needs when analyzing and 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 team members, and other support units as appropriate.
• Escalate trends to management to address any 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 roles.
• 3+ years of case management experience OR a Bachelor's degree in business, HR, or a related field.
• Experience identifying and resolving complex issues.
• Experience handling confidential 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 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 aligning with Amazon's global standards.