LOA Specialist -remote role

Primary Purpose

The HRSC LOA Specialist provides support and case management services to customers (employee and managers). This role serves as the main contact and subject matter expert of employee Leave of Absence processes and Benefits Administration, ensuring compliance with Bright Horizons policies. The LOA Specialist is responsible for building strong relationships between the HR Service Center and the relevant Center(s) of Excellence.

Customer Service

• Provides information and guidance to the employee, manager, Payroll, and HR during the benefits enrollments and changes, claim process, including communicating changes regarding leave status, return to work arrangements and collaborating on reasonable accommodation processes.
• Provide customer centric, accurate, and efficient resolution of issues and inquiries through multiple channels (i.e. phone, email, chat, case management).
• Serves as the escalation point for HR Service Center staff for complex LOA issues.
• Provide consultative support to managers and HRBPs as needed.
• Serves as the direct contact for supporting Center of Excellence "Super Users", or other high priority stakeholders, for complex needs.
• Escalates issues where appropriate to domain owners in the COE and / or to external Systems or Service Providers.

Follow-up with dissatisfied customers to ensure their concerns are heard and that their feedback is brought back to the HR Service Center for customer service and process improvement consideration.

Support and provide training to the HR Service Center in changes to policy, programs, policies, and initiatives within Specialist domain to ensure the HR Service Center is able to promptly and effectively able to support customer inquiries.

Systems / Business Process Transactional Support / Responsibility

Responsible for developing leave related communications and sending to employees within appropriate timeframes based on policy guidelines.

Service Center Process

Identify and propose opportunities for customer service excellence and efficiency.

Team / Culture

Participates in both functional program and technology projects to provide guidance on the operational impact of the changes.

Decision Making Authority

Ability to function independently, often without direct supervision, when communicating with internal and external customers. Most decisions will be made under the advisement of a supervisor.

Job Requirements

Bi-lingual helpful; but not required.

This remote role will not pay more than $60K yearly base. This role has the following employment benefits :