The Solution Center Specialist, Leave of Absence (LOA) responds to Tier 2 inquiries related to LOA topics for the HR Solution Center, managing all administrative and transactional aspects of leave of absence cases. This role will collaborate with the Solution Center Manager (Tier 2) to deliver an infrastructure that optimizes service delivery (e.g., processes, SOPs, RACIs) for leave of absence cases. The Solution Center Specialist, LOA will coordinate and organize all relevant leave of absence/disability case documentation and information. This role will process, monitor, and track leave information in applicable systems (e.g., HCM, Case Management), determine leave eligibility, and ensure compliance with all state and federal regulations and university leave policy. The Solution Center Specialist, LOA will field LOA questions related to leave and disability laws and policies, paid time off and short- and long-term leave benefits, and coordinate with the Tier 3 LOA team to create a seamless employee leave experience. The Solution Center Specialist, LOA collects metrics for service delivery improvement, Service Level Agreement (SLA) adherence, and workload management related to Tier 2 LOA cases they receive. An ideal candidate for this role has experience problem solving and will bring established customer service skills, experience managing LOA transactions and service, eagerness to absorb knowledge, and an ability to learn new skills quickly. This role will help enable USCâs vision while championing USCâs culture and values.
The candidate for the position of Solution Center Specialist, Leave of Absence (LOA) must meet the following qualifications:
Bachelorâs degree in business, psychology, communications, or another related field; combined experience/education as substitute for minimum education
Five or more years of experience in one or more of the following fields: HR service center, human resources, leave of absence, customer service.
Demonstrated dedication toÂ solutionÂ excellence andÂ aÂ commitment to providing clients with accurate and thoughtful solutions in a punctual manner.Â
Experience coordinating leaves of absenceÂ claims (transactions, eligibility, tracking, interactive process) in compliance with a variety of U.S. government and state regulations such as FLSA, FMLA, ADA, USERRA, the California Family Rights Act, and workers' compensation laws.Â
Familiarity with Equal Employment Opportunity (EEO) regulations and healthcare laws applicable to individual positions (e.g., HIPAA).Â
Excellent written and verbal communications skillsÂ and the ability to maintain a consistently positive attitude and courteous phone and email tone.Â
Excellent organizationalÂ andÂ analytical skills, and the ability to think strategically and creatively.Â
Team-oriented self-starter with the ability to work independently and proactively.Â
Ability to assist in the development and modification ofÂ HRÂ guidelines, procedures, policies, and documentationÂ within theÂ department andÂ university.Â
Ability to provide support and guidance as needed on projects.Â
Efficient data entry skills and highÂ words per minute (WPM).Â
Experience using case management systems.Â
Ability to exercise discretion with confidential information.Â
Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).Â
The ideal candidate for the position of Solution Center Specialist, Leave of Absence (LOA) has the following qualifications:
Advanced degree in business, psychology, communications, or another related field.
Seven or more years of experience in one or more of the following fields: working in an HR service center, human resources, specifically leave of absence, or customer service.
Experience in higher education.
Demonstrated conflict management skills and ability to defuse difficult situations.Â
Ability toÂ translate meaning, identify issuesÂ and makes process improvement recommendations.Â
Experience working in a unionized environment.Â Â
Experience reporting and presenting findings after analyzing information or data.Â
Excellent interpersonal skills, emotional intelligence, and relationship-building abilities.Â Â
Ability to use sound judgment in making decisions with minimal supervision.Â
Certified Benefits Professional, Certified Employee Benefit Specialist, or Certified Compensation Professional, or other similar certifications.Â Â
Certified Customer Service Professional (CSSP) certification or similar customerÂ service-relatedÂ certification.Â Â
FMLA, CFRA, and/or ADA certified strongly preferred. Â
The candidate for the position of Solution Center Specialist, Leave of Absence (LOA) will be responsible for:
Possessing a broad understanding of HR and its core functions. Demonstrating knowledge of necessary LOA/disability transactions, processes, policies, and laws (FMLA, CFRA, ADA, FLSA, USERRA, etc.). Providing clear and helpful information to employees. Maintaining organized records of employee cases by providing diligent follow-ups and resolving LOA cases in a timely manner. Reviewing and resolving escalated leave of absence issues if able, otherwise escalating appropriately to Senior Solution Center Specialists, LOA and/or Tier 3 LOA team, as needed.
Possessing an understanding of USCâs business and how the Solution Center enables HRâs success leveraging the service delivery model. Understanding a broad spectrum of HR processes, policies, and procedures, particularly those related to LOA. Understanding common leaves related to various unitsâ unique needs (e.g., medical, military, parental).
Providing accurate, timely information and helpful assistance to employees in completing LOA transactions, otherwise escalating requests to appropriate parties. Adhering to interactive processes when engaging with employees while on leave. Keeping Solution Center Manager (Tier 2) informed and updated. Producing high-quality deliverables as necessary and on schedule. Prioritizing incoming needs from employees based on urgency and level of effort to provide top level customer support. Providing ongoing consultation, guidance and problem-solving assistance to employees requesting leave and department management on leave eligibility.
Delivering clear and professional written and verbal communications. Demonstrating active listening skills and empathy in understanding employeesâ unique needs. Maintaining courtesy and professionalism as a public-facing representative of HR, especially when relaying more complex LOA related information. Maintaining attentive and responsive lines of communication with the broader team to receive latest updates and keeping the team informed of individual progress and challenges.Â
Demonstrating resourcefulness when facing unfamiliar requests by proactively determining next steps toward resolution. Expanding HR, solution delivery and LOA knowledge through continuous learning opportunities. Soliciting constructive feedback and insights from Solution Center leadership and proactively incorporating suggestions into continuous improvement of work. Continually questioning and seeking more effective ways of operating to improve HR solutions.Â
Coordinating and organizing all relevant LOA documentation, education, interactive processes, and information while processing and tracking leave information on HRIS and case management systems. Refining and monitoring SLAs with key stakeholders, leveraging experience from day-to-day operations. Analyzing LOA case data to make recommendation on process improvements. Demonstrating sound judgment in ranking competing priorities and making decisions with minimal guidance. Escalating roadblocks or issues to appropriate colleagues.Â
Developing trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality. Promoting an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.
Supporting strategic goals set by the team, HR and university. Demonstrating, through words, actions, and ideas, alignment to USCâs strategic plan and the HR organizationâs strategic plan. Enabling the university to fulfill its academic and people missions through enhanced HR service.
Performing other related responsibilities as requested and when necessary. The university reserves the right to add or change duties at any time.
The University of Southern California is an Equal Opportunity Employer.
Minimum Education:Bachelorâs degreeMinimum Experience:5 yearsMinimum Field of Expertise:Bachelorâs degree in business, psychology, communications or another related field. Five yearsâ experience working in an HR service center. Experience in HR and customer service. Demonstrated dedication to solution excellence and a commitment to providing clients with accurate, timely solutions. Experience collaborating with HR teams (e.g., HRIS, communications). Familiarity with Equal Employment Opportunity regulations and healthcare laws (e.g., HIPAA). Excellent written and oral communications skills, able to maintain a consistently positive attitude and courteous phone/email tone. Experience with case management, knowledge and/or human capital management systems. Ability to assist in the development and modification of department/university HR guidelines, procedures, policies and documentation. Demonstrated organizational, analytical skills and strategic/creative thinking skills, able to work independently and proactively. Ability to provide support/guidance as needed on projects and exercise discretion with confidential information. Proficiency with Microsoft Office.
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.