Benefits & Leave Administration Specialist
Lamb Weston

Job Info

---

Title: Benefits & Leave Administration Specialist

Location: Eagle, ID

Country: United States of America

About Lamb Weston

Lamb Weston is a leading supplier of frozen potato, sweet potato, appetizer and vegetable products to restaurants and retailers around the world. For more than 60 years, we've produced innovative, inventive products that make life better for our customers and their customers.

Job Description Summary

This role is an integral part of the Lamb Weston HR HUB. The right candidate will be an expert for the administrative support of Benefits Administration and Leave of Absence (LOA) matters and provide them with specialised support in handling complex and sensitive queries in an exemplary customer centric experience.

The scope of work shall include cases requiring domain expertise with tactical and practical experience on high severity cases resulting in the de-escalation and proper case management. The role also requires assistance to Tier 1 HR HUB Associate Specialists in the effective discharge of their job responsibilities as well as taking ownership of developing and maintaining a Knowledge Management repository of case studies and their solutions for future reference and analysis.

Job Description

Core Job Duties

• Provide employees with an exemplary customer centric experience resulting in the highest level of customer satisfaction.
• Demonstrating ownership of the customer experience, managing service and resolution expectations
• Initiate and resolve queries within the established SLA.
• Meet or exceed an overall customer satisfaction rating as defined by the HR HUB Management team
• Oversee processing of benefits and leave cases in the ServiceNow Case Management Tool, ensuring categorization, priority and sensitivity level are in line with business rules.
• Ensure detailed case notes are clear, concise with necessary details to minimize call back and further customer engagement.
• Work with appropriate resources to ensure compliance with all applicable state and federal laws regarding wage and hour laws and regulations.
• Responsible for creating and maintaining desktop instructions, Standard Operating Procedures, and other documentation in the Case Management System.
• Participate in systems modifications and upgrades, identify requirement changes, end-user testing, training and implementation to the area of subject matter expertise.
• Identify and correct erroneous data ad hoc processing and proactively strive for continuous improvement and process optimization across the HR HUB to reduce or minimize data errors.
• Interpret and utilized HR HUB metrics and reporting in daily work.
• Participate in project work and perform other job duties as assigned.

Specific Job Duties - LOA Support

• Oversee and administer company leaves of absence, ensuring compliance with Federal, State, and local laws, including intermittent or continuous federal Family and Medical Leave (FMLA), state mandated Family and Medical Leave, USERRA military leave, parental bonding leave, and other company benefits including short- and long-term disability offerings and company policy guidelines.
• Assist HR Business Partners with leave accommodation reviews regarding the ADA or ADAAA and other civil rights laws during a leave of absence.
• Manage the leave administration process from employees' initial notice of the need for leave to the employee's return to work.
• Monitor LOA Case Management systems and respond timely within the Service Level Commitment standards as set by the HR HUB.
• Oversee performance of the third-party vendor to ensure accurate and timely processing of leave cases according to Lamb Weston's leave program.
• Process FMLA, State and Company leave administration in accordance with all applicable federal and state regulations, company leave policies and union bargaining agreements with a sense of urgency and attention to detail.
• Advise managers, employees, and HR partners on the interaction of various leave laws with paid time off, short-term, and long-term disability benefits.
• Uphold the privacy and protections of information under ADA.
• Update Leave statuses in the supporting internal HRIS system with the employee's applicable leave of absence information and track the same in accordance with all leave of absence process steps.
• Coordinate the timely payment of and continuation of healthcare premiums and other benefit coverages while on unpaid leave as defined by each benefit plan.
• Investigate and work with the HR Business Partner and legal counsel regarding other leave requests, which may include accommodation requests under the ADA.
• Coordinate with vendor management to communicate status of leave of absence requests, return to work information including any light duty or work restrictions, and other essential information to employees, managers, and other team members as appropriate.
• Communicate with employees, HR team members as well as managers and other key stakeholders either verbally and/or in writing.

Specific Job Duties - Benefits Admin Support

• Manage the Benefits queue in the Case Management System and act as the first point of contact for all non-union and union specific queries regarding employee benefits and responsible for resolution of issues in a time sensitive manner including but not limited to medical, dental, life, vision, flexible spending accounts, other health reimbursement accounts (HRA and HSA), wellness program events, other voluntary benefits, COBRA,
• Assist with yearly benefit open enrolment process, routine dependent information audits and other related duties to ensure participants coverage and access is aligned with eligibility.
• Serve as a liaison to third party vendors (medical, dental, vision, flex spending and other benefits) providing vendor contact information or assisting with eligibility issues and appeals guidelines where applicable.
• Uphold the privacy and protection of health information under HIPAA.
• Work with Lamb Weston's benefits system providers to ensure that all benefit reports are accurate and prepare them for payroll processing.
• Maintain the technical accuracy of all benefit owned documentation ensuring procedures are accurately documented and updated to reflect changes to policies
• Provide information and guidance to all internal employees on Benefit Programs policy and procedures
• Liaise with and monitor 3rd party benefit providers performance against SLA's, challenging and working with providers to resolve any areas of data inaccuracies. Escalating as appropriate within the Benefits team.
• Participate as an integral team player during any testing phases of provider data and data portal updates to ensure data and process accuracy.
• Support the assessment and development of effective and appropriate wellness and healthy lifestyle programs that target the improvement of employee health outcomes.
• Assist with interpreting new and existing state and federal regulations and support updates to company procedures and policies as needed to maintain compliance.

Basic & Preferred Qualifications

Skills

• Excellent customer service, interpersonal and conflict management skills
• Calm, composed demeanour to de-escalate situations involving dissatisfied customers
• Demonstrated empathy and care with an open, customer centric mindset when resolving customers inquiries
• Critical thinker, problem solver with a professional, "Can do it" attitude.
• Effective communication, trouble shooting and office skills
• Ability to work independently with strong time management and organization skills and the ability to thrive, and work with others in a team-based, start-up environment
• Consistent sense of urgency in performing duties with the ability to balance multiple priorities and constantly changing workloads
• Ability to keep the highest standards of accuracy, precision, discretion, and confidentiality with strong ethical values

Qualifications

• Bachelor's Degree in Human Resources, or equivalent field experience
• Minimum three years of understanding of applicable state and federal regulations associated with benefits administration, short-term disability, FMLA, ADA, and/ or other state leave and disability programs.
• High degree of professionalism with ability to provide sensitivity and protection of confidential material and information
• Prior customer service experience preferred
• Proficiency in MS Office - strong Excel skills required.
• Previous experience with Leave management systems and Workday preferred
• Fluency required in English, Fluency in Spanish preferred

Physical Environment/ Demands:

• Most work is performed in a temperature-controlled office environment
• Incumbent may sit for long periods of time at desk or computer terminal
• Candidates must be open to working 8 hour shifts that cover office hours; Monday-Friday, 7:00 AM - 7:00 PM with availability to work overtime as needed.
• Incumbent may use calculators, keyboards, telephone, and other office equipment during normal workday.
• Stooping, bending, twisting, and reaching may be required in completion of job duties
• Occasional travel (less than 10%) may be required

Industry-Competitive Benefits

Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive. Some of the most attractive elements of our benefit programs include:

• Health Insurance Benefits - Medical, Dental, Vision
  
• Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
  
• Well-being programs including companywide events and a wellness incentive program
  
• Paid Time Off
  
• Financial Wellness - Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
  
• Family-Friendly Employee events
  
• Employee Assistance Program services - mental health and other concierge type services
  

Benefits may vary based on location, job role/level, job status, and/or the terms of any applicable collective bargaining agreements.

Job Requisition ID: Req-231205

Time Type: Full time

Lamb Weston is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law

This job has expired.