Consultant, Leave of Absence Case Manager

Travelers•Hartford, CT

2d•Onsite

About The Position

The Employee Services Unit (ESU) is a global HR Shared Services center that provides customer support, program design and operational excellence across a diverse spectrum of HR domains: Benefits, Contact Center, Leave of Absence, Learning, Onboarding, Payroll, Staffing, Talent Management, Work Arrangement, and Workforce Data Management. The ESU is a foundational component of the Travelers HR operating model supporting the United States, Canada, United Kingdom, Ireland and various subsidiaries. As a part of the Leave of Absence (LOA) team, the Consultant applies understanding and a high-level knowledge of Travelers leave of absence policies, procedures, and the absence management system, and utilizes that to ensure leaves are handled properly from a compliance, process, and experience standpoint. As a Consultant, you will manage all aspects related to leave of absence cases for US, Canada, and Europe (STD/LTD/USESRRA/personal leaves/etc.), assisting with leave administration items (employment verifications, reports, payroll balancing, work comp checks, etc.), completing daily audits for leave and payroll entries, reviewing medical documentation to determine FMLA approval, researching and resolving employee leave of absence related questions, and assisting in training leave of absence team when needed. You will also create and maintain process documents for Europe and Canada leaves. This role serves as a subject matter expert in all aspects of leave of absence for US, Europe, and Canada employees and uses knowledge to identify and implement process improvements within and across COE's.

Requirements

Two years of benefits, leave of absence, case management experience, including experience communicating benefits plan details with employees.
Bachelor’s and/or associate degree or equivalent.
Three or more years of benefits or Leave of Absence experience.
Experience with managing leaves of absences.
Experience using benefits administration software and Workday.
Customer service oriented, strong verbal and written communication skills, results driven, excellent organization, and prioritization skills.
Excel, Word, and related software package skills.
Strong attention to detail with an execution focus and the ability to multi-task with multiple competing priorities.
Strong analytical and organizational skills and the ability to thoroughly analyze information and make timely, practical decisions and recommendations.
Ability to understand complex payroll calculations and a strong understanding of how system interactions impact pay.
Able to work well in a team environment-establishes and maintains effective working relationships and highly ethical and can maintain confidentiality.

Nice To Haves

CEBS exams and designations a plus.

Responsibilities

Consult with and advise employees on eligibility, provisions, and other matters related to leave of absence (LOA) for all countries (US, Canada, Ireland, UK).
Respond to cases forwarded by the Employee Services Unit call center, responding to employees and/or managers regarding their cases via email or phone.
Provide support to other Human Resources departments on leave-related issues.
Collaborate with Employee Relations, Human Resources Business Partners, managers, employees, and other functional areas including Legal Services, Benefits, Employee Services Unit, Workers Compensation, etc. on complex leave-related issues.
Regularly review and maintain International process documentation in partnership with manager and the Benefits team, as needed.
Perform complex leave and pay-related calculations and International billing, as needed.
Create and distribute employee eligibility and determination notices for all leave types, ensuring they meet all federal and state compliance requirements.
Complete daily audits for LOA team, verifying that all appropriate steps have been taken from both a leave and pay standpoint, and recommend new and/or improved LOA processes and/or cost-saving measures.
May update and document LOA-related administrative processes.
Review provided medical documentation to evaluate and determine approval period for family medical leave requests.
Ensure all reports (both US and International) are completed accurately and on time.
Provide support to LOA managers and other team members and complete all other LOA related tasks as assigned.
Perform other duties as assigned.