LOA Specialist -remote role

$60,000 - $60,000/Yr

Bright Horizons - Jersey City, NJ

Full-time - Entry Level

Onsite - Jersey City, NJ

Social Assistance

About the position

The HRSC LOA Specialist is responsible for providing support and case management services related to employee Leave of Absence (LOA) processes and Benefits Administration. This role acts as the main contact and subject matter expert, ensuring compliance with company policies while building strong relationships between the HR Service Center and relevant Centers of Excellence. The specialist will handle customer inquiries, provide consultative support, and manage complex LOA issues, all while maintaining a focus on customer service excellence.

Responsibilities

• Provide information and guidance to employees, managers, Payroll, and HR during benefits enrollments and changes.
• Resolve issues and inquiries through multiple channels, ensuring customer-centric service.
• Serve as the escalation point for complex LOA issues within the HR Service Center.
• Support managers and HRBPs with consultative assistance as needed.
• Act as the direct contact for supporting Center of Excellence 'Super Users' for complex needs.
• Escalate issues to domain owners or external service providers when necessary.
• Follow up with dissatisfied customers to address concerns and improve service processes.
• Demonstrate deep domain-specific knowledge related to LOA and compliance obligations.
• Support and train the HR Service Center on policy changes and initiatives.
• Perform complex administrative transactions and participate in workflows and audits.
• Engage with external systems vendors for integration issues and data audits.
• Collaborate with the Payroll team to ensure accurate payroll processing for employees on leave.
• Run status reports and develop tracking and reporting frameworks for stakeholders.
• Prepare documents and communications related to leave processes.
• Complete accurate case documentation in the Case Management tool.
• Utilize knowledge management tools to maintain accuracy and consistency in customer support.
• Identify root causes of issues and propose solutions for service excellence.
• Lead continuous improvement workshops and projects.
• Share knowledge and best practices with peers in the Service Center.

Requirements

• 3-5 years of customer service experience.
• Bachelor's degree in Human Resources, Communications, or a related field.
• 2+ years of experience partnering with third-party vendors for leave management.
• Strong interpersonal and customer service skills.
• Effective communication skills in both oral and written forms.
• Exhibit patience, empathy, and positivity in customer interactions.
• Strong problem-solving skills and ability to multi-task.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Demonstrated expertise in Workday.

Nice-to-haves

• Bi-lingual skills are helpful but not required.

Benefits

• Health Care
• Retirement
• Sick Leave
• Vacation
• Paid Holidays
• Disability Insurance
• Life Insurance
• Tuition Reimbursement
• Other optional benefits