Disability and Leave Services Associate - Contract Opportunity

Sutherland

10d•Hybrid

About The Position

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.

Requirements

Must be at least 18 years or older.
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 be able to clear a background check as required 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.
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

Nice To Haves

Experience in customer service is an asset and preferred.

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
Master 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 .
Encourage self-service tools available for all employees.
Become knowledgeable through research and training about the governing labor laws (each state has different labor laws)
Handle confidential and sensitive information , as well as demonstrate strong integrity and ethical behaviors .
Use strong analytical and critical-thinking skills to bring about continuous improvement daily; put exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.

Benefits

Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
Annual merit increase based on performance.
Paid Training.
Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
Excellent training and supervisory support - to help you feel comfortable servicing our customers.
Competitive Salary with attractive and attainable PBI structure.
Paid vacation and sick leave annually.
Exceptional Health and Life Insurance Plan
Lunch benefits and subsidy.
Onsite lunch concessionaire at reduced rates.
Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
Free On-site medical suite with nurse and medical doctor.
Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
Paid referral program
Career development & growth opportunities for advancement.
Excellent Reward and recognition programs.