Applicant-Candidate Triage Specialist

Amazon.com Services LLC - United States
  • A Bachelor's Degree from an accredited university, or equivalent work experience
  • General ADA, FMLA, statutory leaves and disability policies and laws knowledge
  • 6+ months of experience managing cases or providing support to employees on disability, leave of absences, human resources, or employee relations functions
  • Intermediate experience working with Windows, Word, Excel, and PowerPoint

At Amazon we believe that every day is still day one.
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Accommodation Team.
Description:
The Applicant-Candidate Accommodation Triage Specialist (ACAT-TS) will be the primary contact working directly with applicants, candidates and leadership providing ADA accommodations as they proceed through the pre-employment accommodation process. The person in this role will need to have exceptional communication and organizational skills, superior attention to detail, ability to prioritize in a fast-paced environment, strong analytical and critical thinking skills, along with the customer service focus that jobseekers expect from Amazon.
As a Subject Matter Expert (SME) on accommodations processes, state and federal disability laws you will collaborate and advocate on behalf of your customers during the pre-employment process to ensure accessibility needs are met. The ACAT-TS will answer a high volume of calls, emails and Instant Messages regarding accommodation requests, assess and triage the requests and provide guidance to jobseekers and stakeholders while ensuring a frustration-free experience.
Other responsibilities will include:

  • Answer a high volume of calls, emails and Instant Messages regarding accommodation requests
  • Assess and triage the requests and provide guidance to jobseekers and stakeholders while ensuring a frustration-free experience
  • Conduct initial interactive process with applicant-candidates, which includes the overview of the accommodation process, roles and responsibilities and timelines associated with the process
  • Assess all preliminary information to determine the potential existence of a qualifying disability
  • Perform accommodation reviews to ensure compliance with state/federal regulations and company policy supporting applicant-candidate requests for accommodation and quickly rendering triage decisions or referrals.
  • Maintain a full caseload that may fluctuate during periods of high volume such as peak, prime day, new site launches, staffing changes, etc.
  • Create and maintain accurate, timely, and compliant case records in the Accommodation information system
  • Ensure quality and timeliness of measurement deliverables meet customer expectations.
  • Ability to develop proficient understanding of use of all applicable company information systems.
  • Troubleshoot issues and seek to remove barriers that are causing friction before, during, or after the Accommodation process
  • Responds to employee impacting issues that may arise during the Accommodation process and ensure the right communication occurs
  • Ability to discern when to escalate complex issues to the Sr. Accommodation Consultant
  • Participate in other activities, projects and other growth initiatives within the DLS program
  • Perform other duties as assigned
  • Maintains confidentiality
  • Ability to travel as appropriate (up to 25% of the time)

  • PHR and/or CPDM certification
  • Computer operating and database management skills
  • General ADA, FMLA, statutory leaves and disability policies and laws knowledge
  • Strong time management and ownership of deliverables
  • Evidence of ability to work with all levels of business
  • Strong analytical and critical thinking skills to make accommodation decisions
  • Excellent customer service and communication skills, both verbal and in writing
  • Evidence of ability to build strong relationships and influence others while working in a cross functional environment
  • Experience in advocacy, providing consultation and education on disability issues
  • Ability to thrive in a dynamic, growing environment with minimal direct supervision
  • Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities and excellent follow up skills in a fast-paced environment
  • Evidence of ability to prioritize, manage and complete work/projects with tight deadlines

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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