Disability and Leave Services Associate - Contract Opportunity

The DLS associate is an HR representative that takes care of related contacts from a Fortune 500 company's employees across the US. Associates will work one-on-one with employees while maintaining successful partnerships with HR Business Partners. This Disability and Leave Services (DLS) team has a best-in-class case management program to deliver leave of absence, disability and accommodation services to employees across the U.S. The Case Specialist will be an individual contributor and provides support for Case management for leave of absence and disability life events. They are highly skilled in case review, document validation and correspondence handling.
Essential Responsibilities -
Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by our clients.
Leverage duration guidelines, best practice tools and resources to support oversight of a leave event as appropriate
Critically assess and adjust the case management plan to an employee’s changing needs
Address and respond to sensitive situations.
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 occurs
Identify and solve problems that may arise, sometimes with limited information
Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace
Ensure compliance with standard work, federal/state regulations, and company policy
Maintain system records to ensure accurate and timely information/documentation .
Other duties as assigned
In this role you will master your research skills and ability to resolve HR issues coming in via the DLS phone system while using our case management system to document and track every call with high level of accuracy. Moreover, you will encourage self-service tools available for all employees.
Become knowledgable through research and training about the governing labor laws (each state has different labor laws)
As a member of the HR organization, you will handle confidential and sensitive information, as well as demonstrate strong integrity and ethical behaviors. You will use your strong analytical and critical-thinking skills to bring about continuous improvement daily; put your exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.
Our most successful candidates will have: -
Must be at least 18 years or older.
We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery) OR or a U.S. high school diploma or GED.
Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
Must be able to clear a back ground check as required by the business.
Must be flexible to work and train on site or work from home as needed by the business.
Must successfully pass English Language written assessments.
Consistency in performance and an "I can and will win attitude".
Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
Experience in customer service is an asset and preferred.
Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
Excellent attention to detail.
Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
Ability to effectively organize, prioritize, multi-task and manage time.
Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
Must have basic computer skills with the ability to navigate and manipulate a computer system.
Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
No commitments that will impact your ability to commit to work for the next 18 – 24 months

Employment type
Full-time

Work arrangement
Yes