MHLS Sr Advisor

Join our HR Live Support Team as a Sr. Advisor! Be the go-to expert helping employees with leaves, disability benefits, payroll, and HR policies delivering seamless support via phone (international voice), chat, email, and case management. If you love solving complex problems with empathy and speed, this role is for you!

What You'll Do

• Handle inbound & outbound contacts via phone (international voice), chat, and email/case queues
• Provide expert guidance on leaves of absence, disability, payroll, time-off, and HR policies
• Manage end-to-end cases from first contact to full resolution, ensuring a smooth employee experience
• Review documentation and assess compliance with company policies, federal/state regulations, and benefit plans
• Troubleshoot & de-escalate complex or sensitive employee situations with empathy and professionalism
• Educate & partner with managers, HR business partners, and cross-functional teams on employee needs
• Maintain accurate records and ensure timely documentation across systems
• Identify trends & escalate training or quality gaps to leadership for continuous improvement
• Facilitate smooth return-to-work plans for employees coming back from leave

What We're Looking For

Must-Have:

• Bachelor's degree (any discipline)
• 1+ year of experience in any of the following:
  
• Customer Support International Voice, Chat, and/or Email processes
• Human Resources Any HR stream (generalist, operations, shared services, etc.)
• Case/Query Management — Handling employee or customer queries end-to-end
• Leave & Disability Management — Or similar benefits administration
• Proficiency in Microsoft Office (Outlook, Word, Excel)

What Makes You Stand Out

• Exceptional communication skills — both verbal and written (English fluency required)
• Strong analytical & critical thinking — you can assess situations and make sound decisions
• Detail-oriented — accuracy matters to you, whether it's documentation or case resolution
• Relationship builder — you connect with people and earn trust quickly
• Thrives under pressure — you can prioritize and manage workload in a fast-paced environment
• Customer-first mindset — you genuinely care about the employee experience