Escalations Specialist, DLS

Job description

DESCRIPTION

As a member of Amazon’s Disability and Leave Services (DLS) Escalations team, the DLS Escalations Specialist will be responsible for: monitor and triage sources of escalations, including inboxes and TroubleTickets; create and manage cases in the system of record (Simple Issue Manager, SIM); review and analyze terminations as part of DLS termination review process, respond to Legal requests related to litigation holds and document production; coordinate with various stakeholders, including members of DLS, HR, and healthcare providers to assist with completing reviews of potential fraudulent activity; and other tasks as assigned.

The DLS Escalations Specialist must be able to understand complex business processes and succinctly communicate complicated customer and process issues in business terms. In addition, this role requires a strong leader who can manage multiple cases at once, work in multiple systems/programs in succession, and quickly shift from one task to the next.

Job Duties:
1. Gain and maintain a thorough understanding of the Leave of Absence and Accommodations teams. Including policies, plans, processes, standard work, systems, training and education materials, and practices.
2. Manage multiple systems for receiving and tracking information related to various cases.
3. Manage a high volume of tasks and assignments, to meet various service level agreements (SLAs) depending on the type of escalation, including termination reviews, non-executive escalations and executive escalations.
4. Regularly coordinate with members of the DLS Escalations team to ensure that SLAs are being met, and all work is completed accurately to ensure case managers have correct information at all times.
5. Understand Leave of Absence (LOA) and Accommodation processes, as well as interaction with other employment activities (specifically termination) to perform triage of termination reviews and identify cases that need additional level of review.
6. Data entry for case creation.
7. Respond to Legal requests related to litigation holds and document production.
8. Coordinate with various stakeholders, including members of DLS, HR, and healthcare providers to assist with completing reviews of potential fraudulent activity.
9. Other duties as assigned

PREFERRED QUALIFICATIONS

· PHR or CPDM certification
· Ability to analyze, problem solve, organize and manage multiple priorities and excellent follow-up skills in a fast-paced environment
· Ability to interpret information from various record-keeping systems, and complete work in various systems to coordinate tasks and track progress
· Strong analytical and critical thinking skills
· Strong time management and ownership of deliverables
· Excellent interpersonal skills with the ability to work with all levels of business
· Basic understanding of return-to-work process, Workers’ Compensation, benefits and other programs that impact Leave of Absence and Accommodations

Amazon is an Equal Opportunity-Affirmative Action Employer - Female/Minority/Disability/Veteran/Gender Identity/Sexual Orientation.

Desired profile

BASIC QUALIFICATIONS

· Bachelor’s degree from accredited university
· 2+ years overall relevant experience, specializing in working with employees on disability, leave of absences, human resources, or employee relations functions.
· Knowledge of federal and state disability laws regarding access for people with disabilities; specifically ADA and FMLA
· Demonstrated experience managing cases from intake to closure with a high degree of accuracy, resolution, and employee satisfaction
· Excellent customer service skills
· Intermediate experience working with Windows, Word, Excel, and PowerPoint
· Strong organizational and communication skills, both verbal and in writing