Seasonal MyHR Live Support Sr. Advisor

Amazon Inc.; Gurgaon; On-site; INR 4,121,000 - 5,640,000; Full time

Job summary

Amazon Inc. in Madrid is seeking an MHLS Sr. Advisor to support our Tier 2 Specialty Operation. You will handle leave, disability, payroll, and policy queries for Amazon employees via phone, chat, and cases, delivering consultative case management.

You will coordinate with HR, Safety, Legal, Payroll, Benefits, and third-party administrators to ensure compliant, timely resolutions and a smooth return-to-work process while maintaining high service standards and accurate documentation.

Qualifications

• Bachelor's degree required.
• Experience in customer service or case management preferred.
• Strong communication and organizational skills.

Responsibilities

• Respond to inquiries about disability and leave events, time-off, payments, and work-related situations.
• Provide holistic case management including medical review and benefits adjudication.
• Maintain compliant documentation and timely updates to stakeholders.
• Coordinate with HR, Safety, Legal, Payroll, Benefits and third-party teams.
• Support smooth return-to-work and ramp-back plans for employees.

Skills

Microsoft Office

Customer service

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

This is a contract role
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 elevateTrends 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 elevate 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

• Bachelor's degree
• Knowledge of Microsoft Office including Outlook, Word, and Excel
• Minimum of 1 year experience in customer service or Human Resource management or Case management or Leave & Disability management role

Preferred Qualifications

• 3+ years of case management experience, or 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 plan, accommodation, human resources, benefits, or employee matters

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Location: ES, Community of Madrid, Madrid

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.