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.
   

?Domain Specific

• Demonstrate deep level domain specific knowledge/skills including being well versed in both internal policy/procedure and external compliance obligations related to assigned domain(s).
• 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

• Performs complex administrative transactions, participates as actor in workflows, audits and in some cases, data maintenance of HR Data.
• In partnership with the HRIS Team, LOA Specialist will engage with external systems vendors or service providers in integration related issues, data audits or other complex problems between organizations.
• Works closely with the Payroll team to ensure accurate payroll processing and information is up to date for all employees on leave and returning from leave.
• Proactively runs status reports and checks for case updates on vendor’s systems.  Develops tracking and reporting framework; produces regular, timely reporting and analysis to key stakeholders
• Responsible for the preparation of documents, job aids, and communications to meet the needs of both internal HR and other stakeholder groups.
• Responsible for developing leave related communications and sending to employees within appropriate timeframes based on policy guidelines.
   

Service Center Process

• Completes accurate and actionable case documentation in the Case Management tool.
• Continually utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers.
• Identify root cause of issues and partner with HR Service Center team or Centers of Excellence through sharing of employee feedback, prioritization, and metrics that qualify impact of issue.
• Lead continuous improvement workshops and projects.
• Identify and propose opportunities for customer service excellence and efficiency.
   

Team / Culture

• Ensure that all Bright Horizons’ policies and procedures are followed and that employees are treated fairly in line with policies and our HEART Principles.
• Supports peers in the Service Center by sharing knowledge, information, and best practices.
• Provide expertise and guidance to their HR Service Center team.
• Other responsibilities, as assigned. Ensure feedback is effectively flowing from the Center of Expertise to the HR Service Center and vice versa.
• 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

• 3-5 years customer service experience and a bachelors degree with a major in Human Resources, Communications or related target area.
• 2 + years experience in partnering with third party vendors for leave management.
• Strong interpersonal and customer service skills.
• Communicate effectively in both oral and written form.
• Exhibit patience, empathy, and positivity.
• Have strong problem-solving skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Demonstrated proficiency of Microsoft Office Suite products: Excel, Word, PowerPoint, etc.
• Demonstrated expertise of Workday.
• Bi-lingual helpful; but not required.
  
  This remote role will not pay more than $60K yearly base. This role has the following employment benefits:
• Health Care
• Retirement
• Sick Leave
• Vacation
• Paid Holidays
• Disability Insurance
• Life Insurance
• Tuition Reimbursement and other optional benefits!