Position Summary:

The Leave of Absence (LOA) Specialist is focused on full lifecycle support for leave of absences in North America (US and Canada). This position is responsible for the management and coordination of federal and state leaves as well as company sponsored disability and parental leave programs. The LOA Specialist will support escalated questions and problem resolution on leave of absence related inquiries and issues.

Responsibilities:

• Full lifecycle support of the following leaves / benefit programs: FMLA, state leave, provincial leave, short-term disability, long-term disability, parental leave, and other discretionary leave programs
• Effectively analyzes, evaluates and resolves complex issues escalated by Colleague Services Specialists and manages each case through quick and accurate resolution
• Uses each engagement as a teachable moment for the Colleague Services Specialist and/or inquiring colleague to be more informed regarding leave and benefit programs
• Will perform Colleague Services Specialist education and training activities regarding leave of absences and related benefit programs
• Collaborate with other peers, subject matter experts and field HR reps to resolve employee issues in a thorough and timely manner
• Liaise with benefit vendors and regional HR team members to receive and provide feedback and continuously improve the colleague experience
• Achieve stated performance measures and adhere to established customer service standards
• Conduct routine data integrity audits
• Perform special projects as needed as assigned and managed by a supervisor

Minimum Requirements/Qualifications:

• Minimum of one year experience in one or more of the following areas: FMLA, state/provincial leave, or disability benefit programs
• 2+ years of experience in benefits, payroll, general human resources or customer service preferred
• Experience working in a call center or HR shared service center preferred
• Ability to interpret and communicate HR policies, procedures, and programs
• Ability to deliver excellent customer care verbally and in writing
• Critical thinking, problem solving, and judgment skills
• Service-oriented attitude and willingness to learn
• Possess good listening skills and patience
• Ability to maintain a positive attitude
• Individual should have high energy with the ability to organize/prioritize workload
• Bilingual skills are a plus

Non-Negotiable Hiring Criteria:

• BA/BS or equivalent work experience directly attributable to human resources, benefits or payroll
• Working knowledge and experience managing FMLA requests
• Minimum of one year experience in one or more of the following areas: FMLA, state/provincial leave, or disability benefit programs
• Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment
• Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS database and reporting application