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Leave of Absence Specialist in Durham, NC at Veritude

Date Posted: 12/13/2018

Job Snapshot

Job Description

Veritude is hiring a Leave of Absence Specialist at Fidelity Investments in Durham, NC


This position contributes to a centralized specialty services department (HR Solutions Transition Services) supporting Fidelity’s associates and managers in our core business units across the United States.  The LOA Associate is responsible for answering and triaging all incoming calls to the HR Solutions Leave of Absence (LOA)/Accommodation Team, and for managing a caseload of less complex cases.  The LOA Associate will answer general leave/accommodation policy and procedure questions, determine the right leave solution for the associate need, resolve straight forward cases and issues with limited follow up, and identify the need to transfer the call to an LOA/Accommodation Specialist or another specialty area within Fidelity or externally where appropriate.  The purpose of this role is to get the right work to the right level of associate, create greater efficiency for LOA/Accommodation Specialists managing the more complex leave/accommodation cases, migrate associates and managers to self-service channels and resources within Fidelity, and provide feedback on the types of calls where there is an opportunity to provide more education or better resources, or update Fidelity’s policies and/or procedures. 


Act as first point of contact for incoming calls to the LOA/Accommodation Team.

  • Handle 80-200 incoming calls per week from associates and managers at all levels within the firm
  • Act as a Subject Matter Expert to explain and consult on Fidelity’s leave/accommodation policies and procedures and inform associates of any impacts to pay and/or benefits
  • Assess the needs of the caller quickly; understanding explicit and implied needs, as well as emergency situations (medical situations, threat assessments etc.)
  • Ask targeted questions to gather relevant information, identify appropriate leave type for the situation and open new cases
  • Demonstrate listening skills and empathy with each unique situation
  • Utilize resources to find answers and provide accurate, up to date information
  • Provide high level of service while balancing need for efficiency
  • Communicate effectively with all levels of the organization, demonstrating call control and confidence

Recognize the need to transfer a call to an LOA/Accommodation Specialist or another specialty area within Fidelity or externally

  • Listen for cues, clues and buzzwords that would identify the need to transfer/escalate the call to an LOA/Accommodation Specialist or another specialty area (ie: Employee Relations, disability and workers compensation vendors, Payroll, Real Estate etc.)
  • Use judgment and available resources (Salesforce, Ribbit, HR Solutions web, eWorkplace, Cigna Administrative Reporting System etc.) to determine when you can resolve an issue vs. when it requires a transfer
  • Partner with LOA/Accommodation Specialist or specialty area as needed to respond to an inquiry
  • Refer associates and managers to the appropriate resources/self-service channels to answer their questions/resolve issues (ie:  HR Solutions web, Contact Center, eWorkplace)

Manage caseload of less complex leave/accommodation cases

  • Provide end to end case management (typically averaging 60-120 cases) of the following case types:
    • Ergonomic Accommodations (ie: sit/stand desks, chairs etc.)
    • Jury Duty
    • Certain Military and Parental leaves
    • Personal/Voluntary Time Off
    • Notice or Medical only Workers Compensation – File First Report of Injury with vendor
  • Take ownership of the less complex leave/accommodation cases, documenting all conversations and activities, working with managers as appropriate, researching answers to questions or problems, and providing timely follow through on resolution
  • Review paperwork and educate associates on what is needed to support their time out
  • Perform accurate transactions in eWorkplace to put associate on leave, extend a leave or return associate to work

Monitor trends and identify areas for policy changes, self service opportunities or further education.

  • Document all calls, conversations and action steps in case management tool accurately and with meaningful data for tracking and reporting purposes
  • Provide feedback on the types of calls being received
  • Make recommendations to improve self service channels to encourage greater use
  • Update resources and contacts in Ribbit and other  reference tools as needed
  • Continually look for ways to streamline the process
  • Recommend and participate in leave/accommodation policy and procedure changes
  • Assist with leave related service recovery situations


The LOA Associate is responsible for answering and interpreting all of Fidelity’s leave policies and procedures that come into HR Solutions from associates and managers at all levels within the organization.  The individual must be able to think quickly on their feet to provide answers and resolve issues.  In addition, they will need to recognize when the call should be transferred or escalated.  While at times, the need to transfer may be obvious, at other times it may be subtle and require active listening skills and effective questioning techniques to uncover a hidden need or issue. 

  Examples of typical decisions and problem-solving may include:

  • Knowing when an associate would benefit from speaking to an LOA/Accommodation Specialist/specialty group regarding a complex leave issue (could include employee relations component, escalated pay/benefits issue, separation with pay etc.)
  • Deciding what course of action to take with simple problem resolution (ie: reaching out to Payroll, Workforce Resources, Disability or Workers Compensation vendor).
  • Gathering trends in calls and casework to make recommendations for changes to leave/accommodation policies and procedures.

Education and Experience (Indicate the minimum formal education and experience the job requires.  Note:  The majority of jobs do not require a college degree as a minimum requirement.)

  • BA/BS preferred, not required
  • 1-2 years of HR and FMLA experience preferred

Customer service/call center experience preferred


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