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Description

At Amazon we believe that every day is still Day One. We are striving to be Earth’s Best Employer and to get there, we need exceptionally talented, bright, and driven people. Join Amazon's My HR Support Benefits Support (MBS) team and help make a difference for all Amazonians. Our organization, delivers best-in-class Benefits services to Amazon employees, applicants, job seekers, and candidates globally. We provide accurate, consistent and timely responses to inquiries from various contact channels – phone, emails, and chat.

The MBS Administrator is dedicated to servicing the Benefits space, interacting with Amazon employees in a way that builds trust by providing accurate information and resolving issues. This role is unique as it will require you to use critical thinking and fact-finding skills to make decisions that will lead the entire benefits process from intake to case management support.

Our HR Professionals must be able to ask our Amazon employees probing questions to fully understand what is going on in their life, what kind of support they need, how to get them their benefits and get their situation back on the right track to resolve utilizing business processes with a high attention to detail, using multiple resources to find the right information and communicate effectively with them. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first.

The MBS team is comprised of HR Professionals supporting Amazon employees with services 7 days a week from 5:00 a.m. to 6:00 p.m. PST.

Key job responsibilities

• Receive and resolve benefits inquiries primarily via phone, chats, and emails from employee contact channels.

• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.

• Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.

• Serve as a first point of contact for employee related inquiries and holistic case management services, including but not limited to financial, health, and internal review to meet compliance with corresponding benefit plans as defined by Amazon.

• Manage own workload effectively to meet SLAs, productivity goals, and escalate when significant changes or gaps in assigned workload arise.

• Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.

• Respond to employees impacting issues that may arise during the benefits event and ensure the right communication and documentation occurs, even when information is limited.

• Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on benefits requests.

• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - NV

Basic Qualifications

• 2 to 5+ years’ experience in contact center, customer service, human resources or equivalent experience

• 6+ months as My HR Benefits Support Administrator

• Proven ability using Microsoft Office skills and other computer or internet based programs

• Schedule flexibility

Preferred Qualifications

• 5+ years’ experience in contact center, customer service, human resources or equivalent experience.

• Basic US Benefits knowledge.

• 1 year of Benefits experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan.

• Knowledge of US federal and state leave and disability laws.

• Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.

• Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.

• Experience dealing with customers and exceptional use of empathy skills.

• Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast pace environment.

• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.

• Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.