Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

The DLS associate is an HR representative that takes care of related contacts from a Fortune 500 company's employees across the US. Associates will work one-on-one with employees while maintaining successful partnerships with HR Business Partners. This Disability and Leave Services (DLS) team has a best-in-class case management program to deliver leave of absence, disability and accommodation services to employees across the U.S. The Case Specialist will be an individual contributor and provides support for Case management for leave of absence and disability life events. They are highly skilled in case review, document validation and correspondence handling.

Essential Responsibilities -

• Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by our clients.
• Leverage duration guidelines, best practice tools and resources to support oversight of a leave event as appropriate
• Critically assess and adjust the case management plan to an employee’s changing needs
• Address and respond to sensitive situations.
• Troubleshoot issues and seek to remove barriers before, during, or after a leave event
• Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs
• Identify and solve problems that may arise, sometimes with limited information
• Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace
• Ensure compliance with standard work, federal/state regulations, and company policy
• Maintain system records to ensure accurate and timely information/documentation .
• Other duties as assigned

• In this role you will master your research skills and ability to resolve HR issues coming in via the DLS phone system while using our case management system to document and track every call with high level of accuracy . Moreover, you will encourage self-service tools available for all employees.
• Become knowledgable through research and training about the governing labor laws (each state has different labor laws)

• As a member of the HR organization, you will handle confidential and sensitive information, as well as demonstrate strong integrity and ethical behaviors . You will use your strong analytical and critical-thinking skills to bring about continuous improvement daily; put your exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.

Qualifications

Our most successful candidates will have: -

· A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.

• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• 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.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Strong integrity and ethical behaviours.
• As a member of the HR organization, you will handle confidential and sensitive information, as well as demonstrate:
• You will use your strong analytical and critical-thinking skills to bring about continuous improvement on a daily basis;
• Put your exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.
• Customer Service - especially relating to building rapport, expressing empathy and sympathy
• Confidence and clarity when expressing self verbally and in writing
• Analytical – in the areas of reading, thinking, interpreting, and making decisions.
• Good listening skills (attentive to details)
• Good research skills (using the computer)
• 24/7 Flexibility and availability are a must
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy

• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

Additional Information

• Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• 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.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.