Disability and Leave Services Associate (Contract)

About the role

Sutherland is hiring a Disability and Leave Services (DLS) Associate, an HR representative who supports a Fortune 500 client's employees across the US. The DLS team runs a case management program for leave of absence, disability and accommodation services, and the Associate works one-on-one with employees while partnering with HR Business Partners. The role is full-time and involves reviewing documentation to adjudicate leaves in line with leave plans, federal and state laws and benefit plans.

Key responsibilities

• Serve as a point of contact for assigned employees and handle inbound calls through the DLS phone system, documenting every call in the case management system.
• Review documentation to adjudicate leaves in compliance with leave plans, federal and state laws and benefit plans.
• Use duration guidelines and best-practice tools to oversee leave events, and adjust the case management plan to changing needs.
• Address sensitive situations, troubleshoot issues and remove barriers before, during and after a leave event.
• Facilitate a smooth return-to-work and ramp-back plan for employees returning to work.
• Maintain accurate system records and comply with regulations and company policy.
• Promote self-service tools for employees and handle confidential information with integrity.

Required profile

• At least 18 years old.
• Minimum of 3 subjects including English (CXC/CSEC, City & Guilds, GCE, SSC, JSCE, NCTVET or CCSLC) or a US high school diploma or GED.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Able to clear a background check and to work on site or from home as needed.
• Must pass an English language written assessment and commit to 18-24 months of work.
• Customer service experience is an asset; good problem-solving, attention to detail and excellent verbal and written communication are required.

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel).
• Ability to use several applications; CRM experience preferred.
• Tech-savvy, with troubleshooting and technical issue resolution skills.

What we offer

• Competitive pay with incentives, overtime and shift differentials, plus annual merit increases.
• Paid training, vacation and sick leave, health and life insurance, and lunch benefits and subsidy.
• Discounts with corporate and retail partners, free shuttle transport and an on-site medical suite.
• Career development, reward and recognition programs and a paid referral program.