Seasonal MyHR Live Support Sr. Advisor, Bereavement Centralization

About the role

The MHLS Bereavement Centralization Team is hiring an MHLS Sr. Advisor to support our Bereavement Centralization program.
Our team plays a vital role in supporting Amazonians through one of life's most difficult moments. As part of High Touch Services, we provide compassionate, personalized support to Amazon employees navigating bereavement leave, ensuring they receive the care and guidance they need during a challenging time.
Bereavement Centralization Advisors assist Amazon employees across phone, chat, ticketing, and case channels. They are skilled in empathetic communication, policy application, and information gathering — meeting employees where they are, understanding their individual circumstances, and providing clear, consistent support through every interaction. Advisors are expected to navigate SOPs and knowledge resources effectively, respond to evolving situations, and deliver a connected, trusted case management experience.
The ideal candidate brings strong communication and organizational skills, attention to detail, the ability to prioritize in a fast-paced environment, and a customer service mindset aligned with Amazon's global standards. Relationship-building, strong critical and analytical thinking, and sound judgment round out the profile we're looking for.
Key job responsibilities
• Provide empathetic, real time support to Amazonian's inquiries about Amazon's Bereavement Policy and Bereavement Time Off available to employees.
• Guide employees through Amazon's Bereavement Policy with clarity and compassion.
• Inbound and Outbound phone, chat and case support through the Specialized Support Queues.
• Critically assess and adjust the case management plan to an employee’s changing needs.
• Address and respond to sensitive situations in benefit of employee experience and attempt to de-escalate complex cases.
• Manage own workload effectively to meet productivity goals and escalate when significant changes or gaps in assigned workload arise.
• Communicate regular updates to employees and stakeholders both verbally and in writing.
• Ensure compliance with standard work, federal/state regulations, and company policy.
• Maintain system records to ensure accurate and timely information/documentation.
• Partner with internal teams and site PXT to ensure seamless support.

Basic qualifications

- Bachelor's degree, or 2+ years of professional experience
- 2+ years of human resources experience
- Experience with HR processes and systems
- Experience with MS Office (Word, Excel, PowerPoint, and Outlook)
- Work a flexible work schedule including evenings, overnights, and weekends

Preferred qualifications

- Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
- Degree in Social Work or other Health and Human Services
- 2+ years of experience as a HRBP, Case Manager, or experience in Benefits
- Familiarity with case management systems, reviewing cases for benefits eligibility, determining the appropriate benefits that apply to a specific situation, and establishing/executing a case management plan
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit <a href="https://amazon.jobs/content/en/how-we-hire/accommodations">https://amazon.jobs/content/en/how-we-hire/accommodations</a> for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.