Disability and Leave Services Associate – Contract

• Serve as a point of contact for assigned employees and provide holistic case management services
• Review documentation to adjudicate leaves in compliance with leave plans, federal and state laws, and benefit plans
• Leverage duration guidelines, best-practice tools and resources to oversee leave events
• Assess and adjust case management plans to employees' changing needs
• Address and respond to sensitive situations
• Troubleshoot issues and remove barriers before, during or after leave events
• Respond to employee-impacting issues and ensure appropriate communication
• Identify and solve problems, sometimes with limited information
• Facilitate smooth return-to-work and ramp-back plans
• Ensure compliance with standard work, federal/state regulations and company policy
• Maintain accurate and timely system records and documentation
• Resolve HR issues received through the DLS phone system
• Use the case management system to document and track every call accurately
• Encourage employees to use available self-service tools
• Research and train on governing labor laws
• Handle confidential and sensitive information with integrity and ethical behavior
• Apply analytical and critical-thinking skills to support continuous improvement
• Provide high-quality customer service in a fast-paced HR environment

• Must be at least 18 years or older
• Minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery) OR a U.S. high school diploma or GED
• Must have flexible availability to work any day and any assigned shift weekly, including weekends and public holidays
• Must be able to clear a background check as required by the business
• Must be flexible to work and train on site or work from home as needed by the business
• Must successfully pass English Language written assessments
• Consistency in performance and an "I can and will win attitude"
• Experience in customer service is an asset and preferred
• Good systematic problem-solving ability, using sound business judgment and following through on commitments to customers
• Ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps
• Excellent attention to detail
• Excellent verbal and written communication skills
• Proficient reading skills required
• Ability to organize, prioritize, multitask and manage time
• Experience working with CRM applications preferred
• Basic PC keyboarding skills
• Basic Microsoft Office (Outlook, Word, Excel) experience required
• Basic computer skills with the ability to navigate and manipulate a computer system
• Strong troubleshooting abilities and ability to resolve technical issues
• No commitments that will impact your ability to commit to work for the next 18–24 months

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts
• Annual merit increase based on performance
• Paid Training
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented
• Excellent training and supervisory support
• Competitive Salary with attractive and attainable PBI structure
• Paid vacation and sick leave annually
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy
• Onsite lunch concessionaire at reduced rates
• Transportation/Shuttle Services — Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor
• Daily Refuel Plan — Robust and dynamic schedule of activities to keep employees energized both at home and in the office
• Paid referral program
• Career development & growth opportunities for advancement
• Excellent Reward and recognition programs