At Amazon we believe that every day is still Day One. We are striving to be Earth's Best Employer and to get there, we need exceptionally talented, bright, and driven people. Join Amazon's My HR Live Support (MHLS) - Disability and Leave Services (DLS) team and help make a difference for all Amazonians. Our organization, delivers best-in-class Leave of Absence, Disability and Accommodations services to Amazon employees, applicants, job seekers, and candidates globally. We provide accurate, consistent and timely responses to inquiries from various contact channels – phone and chat.The MHLS DLS Professional is dedicated to servicing the Disability, Leave, and Accommodation space, interacting with Amazon employees in a way that builds trust by providing accurate information and resolving issues. This role is unique as it will require you to use critical thinking and fact-finding skills to make decisions that will lead the entire leave and/or accommodation process from intake to case management support.Our HR Professionals must be able to ask our Amazon employees probing questions to fully understand what is going on in their life, what kind of support they need, how to get them their benefits and get their situation back on the right track to resolve utilizing business processes with a high attention to detail, use multiple resources to find the right information and communicate effectively with them. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers' needs first.Key job responsibilitiesThe MHLS DLS team is comprised of HR Professionals supporting Amazon employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As a MHLS DLS Professionals your responsibilities will be:•Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.•Receive and resolve DLS inquiries primarily via phone and chat contact channels.•Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process. •Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.•Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee's changing needs.•Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited. •Use high judgement, critical thinking and rationale to balance process adherence with employee's needs to analyze and decide on disability, leave and accommodations requests. •Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies. ***This is a seasonal opportunity with an assignment duration of eleven (11) months based on business needs. Conversion from this seasonal role to a regular full time position is not guaranteed. Seasonal employees may not qualify for specific benefits and time off options based on their employee classification.We are open to hiring candidates to work out of one of the following locations:San Jose, CRIBASIC QUALIFICATIONS- 2+ years' experience in customer service.- Fluent communication and writing skills in English (+85%).- Schedule flexibility (we support a 24x7 operations).- 20MB download and 4MB upload internet speed availability.- High School Diploma- Experience dealing with customers and exceptional use of empathy skills.PREFERRED QUALIFICATIONS- 3-4+ years of contact center or equivalent experience.- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.- Basic knowledge or previous experience in US Federal and State Leave of Absence and Accommodations laws.- 1 year of Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan.- Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.- Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
