Primary Purpose

The HR Service Center Leave of Absence (LOA) Specialist provides support and case management services to customers (employee and managers). This role serves as the main contact and subject matter expert of employee Leave of Absence processes, ensuring compliance all federal/state regulations and with Bright Horizons policies. The LOA Specialist is responsible for building strong relationships between the HR Service Center and the relevant Center(s) of Excellence.
Bright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Essential Functions/Responsibilities

• Provide customer centric, accurate, and efficient resolution of issues and inquiries through multiple channels (i.e. phone, email, chat, case management). Serves as the escalation point for HR Service Center staff for complex issues.
• Resolves LOA related tickets in One Support as the primary focus; secondarily proactivley reviews and resolve tickets promptly in One Support as it relates to the domain.
• Provides information and guidance to the employee, manager, Payroll, and HR during the , claim process, including communicating changes regarding leave status, return to work arrangements and collaborating on reasonable accommodation processes.
• Serves as the direct contact for supporting Center of Excellence “Super Users”, or other high priority stakeholders, for complex needs.
• Responsible for the administration of all leave of absence programs, processes and auditing requirements.
• Completes accurate and actionable case documentation in the Case Management tool.
• Identify root cause of issues and partner with HR Service Center team or Centers of Excellence through sharing of employee feedback, prioritization, and metrics that qualify impact of issue.
• Ensure that all Bright Horizons’ policies and procedures are followed and that employees are treated fairly in line with policies and our HEART Principles.
• Broad leave of absence administration experience. Demonstrated knowledge of federal leave regulations, and successuly able to apply to cases in order to resolve.
• Ability to multi-task, prioritize, and manage time effectively.

• Other responsibilities, as assigned

Decision Making

Receives general direction and exercises some independent judgement

Influence

Regularly influences function or department

Impact

Enterprise

Job Requirements – Education/Experience

Bachelor's Degree - Required

2+ years of customer service experience - Required

2+ years experience partnering with third party vendor for benefit and/or LOA administration - Preferred

Would relevant experience be considered in lieu of applicable degree?

Yes

Minimum additional years of experience that would be considered in lieu of the applicable degree:

3 years

Additional Job Requirements

• Broad benefits and/or leave of absence administration experience.

• Demonstrated knowledge of federal leave regulations and policies. and successfully able to apply to cases in order to resolve.

• Strong interpersonal and customer service skills.

• Communicate effectively in both oral and written form.

• Exhibit patience, empathy, and positivity.

• Have strong problem-solving skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Demonstrated proficiency of Microsoft Office Suite products: Excel, Word, PowerPoint, etc.

• Working knowledge of SaaS-based HR/Recruiting/Payroll/Time & Attendance solutions (Workday, CSOD, Workforce Solutions) preferred.

• Bi-lingual helpful; but not required.

This role pays up to $60K yearly. It is REMOTE role.

The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at bhrecruit@brighthorizons.com or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.