LoAA Specialist II: Hybrid Intake & Coordination

ACL Digital; Raleigh (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

ACL Digital is hiring a Leave of Absence & Accommodations Specialist II to support LoAA services for employees and leaders. You will be the first point of contact for intake, information gathering, status updates, documentation support, and case routing.

The role covers standard, lower-complexity activities, maintaining documentation in case systems, and distributing work to Senior LoAA Specialists by business unit. Hybrid work with Raleigh office availability.

Qualifications

• Experience supporting leave of absence, disability, accommodations, benefits, HR operations, or related HR service delivery.
• Working knowledge of leave of absence, disability, return-to-work, and workplace accommodation processes.
• Strong customer service orientation with the ability to communicate clearly, empathetically, and professionally.
• Strong attention to detail and ability to maintain accurate documentation in a high-volume environment.
• Ability to manage multiple priorities, follow procedures, and escalate appropriately.
• Ability to handle confidential and sensitive employee information with discretion.
• Proficiency with Microsoft Word, Outlook, Excel, ServiceNow, Workday, and other HR systems.
• Ability to identify trends, recurring issues, or improvement opportunities from day-to-day work.
• Ability to support training, onboarding, and knowledge sharing with newer team members.

Responsibilities

• Serve as an intake and coordination point for LoAA inquiries, requests, case updates, and employee or people leader questions.
• Gather initial information, review submitted documentation for completeness, and ensure cases are accurately entered and maintained in case management systems.
• Route and distribute cases to Senior LoAA Specialists based on business unit alignment, case type, complexity, and established team protocols.
• Support simple or standard case work where procedures are clearly defined and risk is low.
• Provide timely status updates to employees, managers, and internal stakeholders using approved templates, guidance, and communication standards.
• Maintain accurate, timely, and confidential documentation related to leave, disability, accommodation, and return-to-work activities.
• Perform audits and quality assurance activities related to leave of absence administration, including reconciliation of vendor reports, review of Workday records and transactions, identification of discrepancies, and execution of corrective actions to support accurate employee records, leave administration, and disability benefit payments.
• Escalate complex, ambiguous, sensitive, or higher-risk matters to Senior Specialists, the Program Manager, or the Senior Manager as appropriate.
• Support employee and manager education by providing general information about LoAA processes, required documentation, next steps, and available resources.
• Help train or onboard newer team members on standard work, systems, documentation practices, and service expectations.
• Identify recurring process gaps, employee pain points, documentation issues, or opportunities to improve consistency and employee experience.

Skills

Leave of Absence

HR Operations

Employee Relations

Customer Service

Documentation

Confidentiality

Communication

Education

Bachelor's Degree

Master's Degree

Tools

ServiceNow

Workday

HR Systems

Microsoft Word

Outlook

Excel

Job description

ACL Digital is hiring a Leave of Absence & Accommodations Specialist II to support LoAA services for employees and leaders. You will be the first point of contact for intake, information gathering, status updates, documentation support, and case routing.

The role covers standard, lower-complexity activities, maintaining documentation in case systems, and distributing work to Senior LoAA Specialists by business unit. Hybrid work with Raleigh office availability.