(LOAA) Escalations team Escalations Investigator As
LOAA Escalations Investigator As a member of Amazon’s Leave of Absence and Accommodations (LOAA) Escalations team, the LOAA Escalations Investigator will be responsible for: resolving escalated issues on behalf of our customers (employees), and working with internal service leaders and external stakeholders to identify root causes and corrective action plans to improve processes, policies and services to create exceptional customer experiences. The LOAA Escalations Investigator 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, influence key stakeholders and service leaders, and move case reviews from investigation to resolution in a short amount of time. Job Duties: 1. Gain and maintain a thorough understanding of the Leave of Absence and Accommodations teams. Including: policies, plans, processes, standard work,
· 3+ years overall relevant experience, specializing in working with employees on disability, leave of absences, human resources, or employee relations functions. Amazon experience may be substituted for experience requirements. · Knowledge of federal and state disability laws regarding access for people with disabilities; specifically ADA and FMLA · A basic understanding of return-to-work process, Workers’ Compensation, benefits and other programs that impact LOAA · Demonstrated experience managing cases from intake to closure with a high degree of accuracy, resolution, and employee satisfaction