Disability and Leave Services Associate – Contract

Sutherland

. Serve as a point of contact for assigned employees and provide holistic case management services .

Posted 10/12/2026full-timeRemote • Portmore • JamaicaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in case management services, ensuring compliance with federal and state laws while providing high-quality customer service. Proficient in problem-solving, communication, and maintaining accurate documentation in a fast-paced HR environment.

Highest-signal resume keywords

Case ManagementCompliance With Federal/State RegulationsCustomer Service ExperienceProblem-Solving AbilityMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementDocumentation ReviewAnalytical SkillsTroubleshootingAttention To DetailCRM ApplicationsBasic PC KeyboardingMicrosoft OfficeLeave AdjudicationLabor Law Research

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsTime ManagementInterpersonal Skills

Industry Keywords

HR EnvironmentLeave PlansEmployee Case ManagementSelf-Service ToolsConfidential Information Handling

About the role

Key responsibilities & impact

Serve as a point of contact for assigned employees and provide holistic case management services
Review documentation to adjudicate leaves in compliance with leave plans, federal and state laws, and benefit plans
Leverage duration guidelines, best-practice tools and resources to oversee leave events
Assess and adjust case management plans to employees' changing needs
Address and respond to sensitive situations
Troubleshoot issues and remove barriers before, during or after leave events
Respond to employee-impacting issues and ensure appropriate communication
Identify and solve problems, sometimes with limited information
Facilitate smooth return-to-work and ramp-back plans
Ensure compliance with standard work, federal/state regulations and company policy
Maintain accurate and timely system records and documentation
Resolve HR issues received through the DLS phone system
Use the case management system to document and track every call accurately
Encourage employees to use available self-service tools
Research and train on governing labor laws
Handle confidential and sensitive information with integrity and ethical behavior
Apply analytical and critical-thinking skills to support continuous improvement
Provide high-quality customer service in a fast-paced HR environment

Requirements

What you’ll need

Must be at least 18 years or older
Minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery) OR a U.S. high school diploma or GED
Must have flexible availability to work any day and any assigned shift weekly, including weekends and public holidays
Must be able to clear a background check as required by the business
Must be flexible to work and train on site or work from home as needed by the business
Must successfully pass English Language written assessments
Consistency in performance and an "I can and will win attitude"
Experience in customer service is an asset and preferred
Good systematic problem-solving ability, using sound business judgment and following through on commitments to customers
Ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps
Excellent attention to detail
Excellent verbal and written communication skills
Proficient reading skills required
Ability to organize, prioritize, multitask and manage time
Experience working with CRM applications preferred
Basic PC keyboarding skills
Basic Microsoft Office (Outlook, Word, Excel) experience required
Basic computer skills with the ability to navigate and manipulate a computer system
Strong troubleshooting abilities and ability to resolve technical issues
No commitments that will impact your ability to commit to work for the next 18–24 months

Benefits

Comp & perks

Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts
Annual merit increase based on performance
Paid Training
Discounts for several corporate and retail partners for services and products once Sutherland ID is presented
Excellent training and supervisory support
Competitive Salary with attractive and attainable PBI structure
Paid vacation and sick leave annually
Exceptional Health and Life Insurance Plan
Lunch benefits and subsidy
Onsite lunch concessionaire at reduced rates
Transportation/Shuttle Services — Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
Free On-site medical suite with nurse and medical doctor
Daily Refuel Plan — Robust and dynamic schedule of activities to keep employees energized both at home and in the office
Paid referral program
Career development & growth opportunities for advancement
Excellent Reward and recognition programs