Benefits Process Expert
2 weeks ago
Company Overview
">Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Salary
">$85,000 - $110,000 per year
Job Description
">This role involves managing day-to-day activities for Amazon's third-party online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons). As a Benefits Process Expert, you will be responsible for ensuring critical systems work seamlessly for employees. Your tasks will include becoming a subject matter expert on the Amazon internal online benefits enrollment tool, monitoring tech-related issues, providing required support to partner teams, collaborating with benefit specialists, and efficiently documenting and tracking reported tech issues.
Responsibilities:
">- ">
- Become a subject matter expert on the Amazon internal online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons)">
- Monitor tech-related issues and respond within agreed SLAs through various channels, including ticket management systems, emails, phone, and chat">
- Provide required support to partner teams to dive deep into mitigation strategies before triaging with 3P vendors">
- Collaborate with benefit specialists, benefit managers, payroll, and other partner teams to effectively triage, prioritize, and support resolution">
- Support and/or train MYHR support teams on identified workarounds, operating procedures, and best practices">
- Efficiently document and track reported tech issues, including mitigation strategies and proactive data quality checks">
- Assist in creating and maintaining product support resources, such as knowledge-base articles, SOPs, and FAQs">
- Contribute to continuous improvement of product support processes and systems">
- Participate in user acceptance testing for new country deployments">
- Validate production changes prior to deployment to ensure they meet the requested change objective">
A Day in the Life
">The Benefits Product Support team works diligently to ensure the benefits platform is operational, effective, and efficient. The team's objective is to provide a great experience for Amazonians when availing benefits using the platform. Team members work 24/5 to help employees with any issues or requests.
Requirements:
">- ">
- Demonstrate bias for action by timely completing assigned benefits processes with 100% accuracy">
- Demonstrate customer obsession by addressing employee queries received via email or tickets with SLA and providing accurate resolution to employee issues">
- Demonstrate ownership by highlighting potential risk issues and challenges that may cause impact to employees">
- Demonstrate ownership by reviewing process documentation and making updates on a regular basis">
- Provide required support to SME/team lead for diving deep into data and benefits stats reporting">
- Liaise with internal (support teams like Payroll, Employee Resource Center, Exits, Onboarding team) and external stakeholders (insurance vendors) for resolving employee queries and completing administrative processes">
Qualifications:
">- ">
- Bachelor's degree or equivalent">
- 3+ years of human resources experience">
- 2+ years of Microsoft Office products and applications experience">
- Relevant work experience in a similar role">
- Ability to handle multiple competing priorities in a fast-paced environment">
- Self-directed and capable of working effectively in a dynamic environment">
- Hands-on mentality with excellent written and verbal communication skills">
Preferred Qualifications:
">- ">
- Systems support experience, previous participation in system testing and implementation activities">
- Customer service orientation with a demonstrated desire to exceed expectations and serve multiple customers">
- Consistent delivery on commitments with great organizational skills, exceptional follow-through, and attention to detail">
- Knowledge of PeopleSoft or other ERP system experience, HR background in online benefits tools">
- Knowledge in benefits administration processes or programs">
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