Employee Care Advisor Bereavement Services
About The Position
The Employee Care Advisor supports a centralized bereavement program by providing compassionate, personalized assistance to employees during difficult times. As a case manager on a high-touch services team, the advisor provides real-time guidance on bereavement leave, applies policies accurately, and manages sensitive cases through multiple communication channels. The role focuses on clear information, timely updates, and a trusted case-management experience aligned with customer service expectations and global HR standards. This is a fully remote contract position based in Atlanta, Georgia. The role operates in a fast-paced, deadline-driven environment and requires flexibility to work varied hours, potentially including weekends, nights, and holidays. The advisor uses case-management tools, HR systems, and Microsoft Office applications while communicating frequently by phone, chat, and online case platforms. Professionalism, confidentiality, and compassion are emphasized.
Requirements
- At least 1 year of human resources experience.
- Experience working with HR processes and systems.
- Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
- Ability to work a flexible schedule that may include weekends, nights, and holidays.
- Fluency in spoken and written English.
- Strong communication skills, including the ability to explain complex policy information clearly and empathetically.
- Organizational skills and attention to detail to manage multiple cases and documentation accurately.
Responsibilities
- Provide empathetic, real-time support to employees seeking information and assistance related to bereavement policy and time off.
- Guide employees through bereavement policies clearly, compassionately, and respectfully.
- Handle inbound and outbound phone calls, chats, tickets, and cases through specialized support queues.
- Assess each case and adjust the case-management plan as employee needs evolve.
- Respond to sensitive situations in ways that prioritize employee experience and help de-escalate complex or emotionally charged cases.
- Manage workload to meet productivity goals and proactively escalate significant changes or gaps in assigned work.
- Provide regular verbal and written updates to employees and internal stakeholders.
- Follow standard operating procedures, applicable federal and state regulations, and internal company policies.
- Maintain accurate, timely system records and documentation for cases and interactions.
- Partner with internal teams and HR business partners to coordinate support across functions.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan, with pre-tax and Roth post-tax contributions available
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability coverage
- Health Savings Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off or leave, including PTO, vacation, or sick leave
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What This Job Offers
Education Level
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