Career Center

Job Summary

The Senior Solution Center Specialist, Leave of Absence (LOA) fields escalated Tier 2 inquiries related to LOA policies, processes, and programs for the HR Solution Center and oversees all administrative and transactional aspects of complex leave of absence cases. This role will work with Tier 2 management to develop and maintain an infrastructure that optimizes solution delivery (e.g., processes, SOPs, RACIs) for leave of absence cases. The Solution Center Senior Specialist, LOA will manage all transactional aspects of complex LOA cases, including updating case documentation in the case management system and closing resolved cases. This role will guide customers through the LOA process, answering process and policy related questions (e.g., paid time off, short- and long-term leave benefits), and coordinating with the Tier 3 LOA team to create a seamless employee leave experience. This role identifies and monitors metrics for service delivery improvement, service level agreement (SLA) adherence, and workload management for complex Tier 2 LOA cases they receive. This role will leverage an in-depth knowledge of both general and university-specific LOA policy, process, and procedure to provide specialized solution resolution to customers and escalate policy related issues to the Tier 3 LOA team as needed. An ideal candidate for this role has a problem-solving mindset and will bring excellent customer service skills, experience managing LOA transactions, eagerness to absorb knowledge, and an ability to learn new skills quickly. This role will help enable USC’s vision while championing USC’s culture and values.

Minimum Qualifications

The candidate for the position of Senior Solution Center Specialist, Leave of Absence (LOA) must meet the following qualifications:

• Bachelor’s degree in business, psychology, communications, or another related field.

• Seven or more years of experience in one or more of the following fields: HR service center, leave of absence, customer service.

• Demonstrated success in solution excellence and a commitment to providing clients with accurate and thoughtful solutions in a punctual manner.

• Extensive experience coordinating leaves of absence transactions 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.

• Demonstrated knowledge of Equal Employment Opportunity (EEO) regulations and healthcare laws applicable to individual positions (e.g., HIPAA).

• Excellent conflict management skills and ability to defuse difficult situations.

• Ability to provide support and coverage for junior members of the LOA team to resolve complex issues.

• Experience reporting and presenting findings after analyzing information or data.

• Demonstrated excellent written and verbal communications skills and the ability to maintain a consistently positive attitude and courteous phone and email tone.

• Demonstrated excellent organizational and analytical skills, and the ability to think strategically and creatively.

• Team-oriented self-starter with the ability to work independently and proactively with minimal supervision.

• Ability to drive the development and modification of HR guidelines, procedures, policies, and documentation within the department and university.

• Ability to translate meaning, identify issues and makes process improvement recommendations.

• Ability to support concurrent projects, prioritize competing assignments, and work under pressure with tight deadlines and frequent interruptions. 

• Excellent interpersonal skills, emotional intelligence, and relationship-building abilities.

• Ability to use sound judgment in making decisions with minimal supervision.

• Excellent data entry skills and high words per minute (WPM).

• Extensive experience using case management systems.

• Ability to exercise discretion with confidential information.

• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

Preferred Qualifications

The ideal candidate for the position of Senior Solution Center Specialist, Leave of Absence (LOA) has the following qualifications:

• Advanced degree in business, communications, finance, or another related field.

• Ten or more years of experience in one or more of the following fields: HR service center, leave of absence, customer service.

• Experience in higher education.

• Experience working in a unionized environment.

• Experience reporting and presenting findings to a senior audience after analyzing information or data.

• Certified Benefits Professional, Certified Employee Benefit Specialist, or Certified Compensation Professional, or other similar certifications. 

• Certified Customer Service Professional (CSSP) certification or similar customer service-related certification.

• FMLA, CFRA, and/or ADA certified strongly preferred.  

Job Responsibilities

The candidate for the position of Senior Solution Center Specialist, Leave of Absence (LOA) will be responsible for:

• Demonstrating a broad and deep understanding of HR, its core functions, and necessary LOA transactions and processes in all day-to-day case management activities. Providing clear and helpful information to employees on leave of absence policies, laws (FMLA, CFRA, ADA, FLSA, USERRA, etc.) procedures, etc., assisting employees in all LOA-related inquiries. Maintaining complete and accurate records of leave cases and transactions in accordance with specified legal requirements and documentation of leading practices. Processing LOA transactional forms and inputting required information into HRIS system as needed. Providing guidance to junior members of the team regarding complex HR or LOA questions. Closing or escalating cases in a timely manner.

• Demonstrating an understanding of USC’s business and how the Solution Center enables HR’s success leveraging the solution delivery model.  Counseling employees and managers on leave rights associated benefits and eligibility. Understanding and translating common leaves related to various units’ unique needs (e.g., academic sabbatical, military, parental) for employees to understand.

• Guiding customers through the FMLA leave process, providing accurate, timely information and helping employees complete all required paperwork, determine leave eligibility, etc. Interfacing with the LOA center of expertise team for guidance as needed and/or escalating cases to LOA Specialists. 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 in all customer interactions and transactions. Demonstrating excellent active listening skills and empathy in understanding employees’ unique needs. Leveraging an in-depth knowledge of leave of absence to support employees in all LOA transactions with courtesy and professionalism.

• Analyzing and administering root cause analysis for recurrent issues and pain points in LOA processes, cases, etc. Recommending revisions to processes to streamline LOA transactions and revisions to leave policies to ensure compliance with federal, state, and local laws and regulations. Demonstrating excellent problem-solving skills when facing unfamiliar requests by proactively determining next steps toward resolution. Maintaining knowledge of all applicable leave laws, including FMLA, ADA, and state and local laws. 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. Driving new and innovative ways to document and track customer needs.

• Coordinating and organizing all relevant LOA documentation including processing and tracking leave information on HRIS and case management systems for complex transactions. Refining and monitoring solution level agreements with key stakeholders leveraging experience from the day-to-day operations. Leveraging and tracking solution center metrics. Proactively reviewing reports to analyze data and find trends in LOA cases and solution center operations at large, to help inform systems and process improvements. Demonstrating sound judgment in ranking competing priorities and making decisions with minimal guidance. Assisting team members in completing transactions and ranking competing priorities. Escalating roadblocks or issues to appropriate channels.

• Acting as mentor to other team members. 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, department, and university. Demonstrating, through words, actions, and ideas, alignment to USC’s strategic plan and the HR organization’s 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: Bachelor's degreeMinimum Experience: 7 yearsMinimum Field of Expertise:Bachelor’s degree in business, psychology, communications or another related field. 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.