The DLS Case Manager is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paving the way for a connected and trusted experience
Job Summary
The DLS Case Manager is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paving the way for a connected and trusted experience.
This role provides exceptional customer service and coordination with Latin America employees, managers, HR representatives and internal departments to facilitate the preparation for time-off, use of benefits, leave of absences, and transition ramp-back to work plans.
The DLS Case Manager will be able to understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which improve the employee’s experience.
Matching Summary
The DLS Case Manager is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paving the way for a connected and trusted experience.
Skills & Requirements
Must-have
Customer obsession
Prioritization and execution
Attention to detail
Strong communication skills
Critical thinking
Fact-finding for understanding concerns
Aligning plans with benefits
Responding to customer inquiries
Communicating solutions effectively
Reporting on process friction
Continuous improvement projects
Process improvement
Customer experience
Change management
Adjudicating leaves
Compliance with laws and plans
Oversight of leave events
Adjusting case management plans
Addressing sensitive situations with empathy
Troubleshooting issues
Removing barriers
Ensuring right communication
Solving problems with limited information
Maintaining system records
Coordinating with internal partners
Nice-to-have
Paving the way for a connected and trusted experience
Providing exceptional customer service
Working with external vendors and community providers