My HR Live Support Specialty Advisor (S)

AI in this role

Provide tier-2 specialized HR support handling complex employee leaves, disability claims, and benefits inquiries.

hr-operationscase-managementemployee-relationscustomer-servicedisability-leaves

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 escalate trends 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 escalate 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

- Knowledge of MS Excel, Word, SharePoint and PowerPoint
- Speak, write, and read fluently in English
- 1+ years of customer service experience, or Bachelor's degree in business, HR, or a related field
- Work flexible schedules including weekends, nights, and holidays
- Bachelor's degree
- Demonstrated a strong customer obsession, ability to dive deep, bias for action, and high-level judgement on complex cases

Preferred qualifications

- Experience handling confidential information
- 2+ years of case management experience, or Bachelor's degree in business, HR, or a related field
- Ability to apply critical thinking and identify issues for problem solving
- 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.

How we rate this

My HR Live Support Specialty Advisor (S) at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Hr OperationsCase ManagementEmployee RelationsCustomer ServiceDisability Leaves

Questions you could be asked

Tell me about a project where hr operations was part of your work. What did you do?
Tell me about a project where case management was part of your work. What did you do?
Tell me about a project where employee relations was part of your work. What did you do?
Tell me about a project where customer service was part of your work. What did you do?
Tell me about a project where disability leaves was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Hr Operations, Case Management, Employee Relations, Customer Service, and Disability Leaves. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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