• Job Description

  Req#: R-2023-34987

  Department:

  People

  Our Company Promise

  
  We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

  Job Description:

  Job Summary

  • Serve as a subject-matter expert and consultant on the holistic leave of absence (LOA) experience and process, including related services, short-term disability, workers compensation, and accommodations/RTW processes. This will include LOA operational support, and providing expertise and guidance on process standardizations, improvements, and enhancements, while ensuring compliance and proper documentation regarding all applicable laws and regulations.

  Additional details:

  • The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work onsite on our Corporate Campus at least three days a week. The Department designates the specific three days of the week Employees must work on-site.

  • U.S. citizenship or current authorization to work in the U.S. is required , and no current or future work authorization sponsorship available.

  Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

  Responsibilities

  • Serve as a single point of contact for an Employee throughout the entire absence management process

  • Manage appropriate caseload independently and efficiently from end-to-end dependent on functional area

  • Serve as liaison between third-party administrators, vendors, SWA Operation, Employees, and other internal Teams that may need to be engaged

  • Provide hands-on operational support, potentially including handling of escalations and complex case issues in conjunction with Leaders, HRBPs, Labor, Legal, Nurse Case Manager, or the adjuster.

  • Educate Internal and External Customers by providing guidance, coaching, and recommendations regarding the Accommodations, Leave Administration and Worker’s Compensation processes, and procedures as it relates to guidance provided by the governing federal and state regulations.

  • Partner with Legal, Labor, or other stakeholders to interpret policies and/or CBA articles as they relate to Leave of Absence should the CBA or GFE be silent.

  • Leverage continuing education professional designations/licensure; to stay informed on case law and collaborate with the appropriate stakeholders to recommend changes in SWA practices

  • Act as “Brand Ambassador” to ensure that People Absence Management Program remain best-in-class while providing white glove customer service

  • Determine eligibility and interpret policies for Leave of Absence, including but not limited to FMLA, State-specific related leaves, parental leave, jury duty, bereavement, & military leave in accordance with the governing federal and company policy or CBA.

  • Ensure compliance with standard work, federal/state regulations, and company policy while leveraging guidelines, best practice tools, and resources to support oversight of absences and a safe and timely return-to-work process.

  • Facilitate a smooth return to work and ramp-back plan for Employees returning to the workplace

  • May perform other job duties as directed by Employee's Leaders

  Knowledge, Skills and Abilities

  • Process improvement mindset & commitment to customer service excellence

  • Exceptional teamwork and interpersonal skills; enjoys working with multiple customers; is enthusiastic, positive, and customer oriented professional

  • Handle sensitive information in a confidential manner with high integrity and discretion while ensuring HIPPA Compliance

  • Strong oral and written communication skills to interact with claimants clearly, concisely, and persuasively

  • Advanced analytical skills to resolve problems quickly and to continually review and change practices for maximum efficiencies

  • Ability to work in a fast-paced environment with short deadlines

  • Advanced knowledge of state and federal laws concerning leave types

  • Ability to identify current or future problems or opportunities; analyze, synthesize and compare information to understand issues; identify cause/effect relationships; and explore alternative solutions that support sound decision-making

  • Ability to interpret policies, contracts, and regulations as they apply to Absence Management

  • Ability to demonstrate high emotional intelligence in sensitive situations

  Education

  • Required: High School Diploma or GED

  Experience

  • Intermediate level experience, fully functioning broad knowledge in:

    • Processing and/or administering Leaves of Absence

    • Customer Service

    • State and Federal Leave Laws

  • Preferred: Experience in the aviation industry and/or a union environment

  • Preferred: Proficiency in Microsoft Office Suite, Salesforce, Quickbase , Workbrain , and Kronos

  Licensing/Certification

  • CLMS, ADA Administrator, Worker’s Compensation Adjuster or willingness to secure within 90 days of employment.

  Physical Abilities

  • Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time

  • Ability to communicate and interact with others in the English language to meet the demands of the job

  • Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

  Other Qualifications

  • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines

  • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986

  • Must be at least 18 years of age

  • Must be able to comply with Company attendance standards as described in established guidelines.

  Pay & Benefits:

  Competitive market salary from $69,400 to $77,100 pending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the

  discretion of the company.

  Benefits you’ll love:

  • Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)

  • Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck *

  • Potential for annual Profit-sharing contribution toward retirement - when

  Southwest profits, you profit**

  • Explore more Benefits you’ll love: https://careers.southwestair.com/benefits

  *Pay amount does not guarantee employment for any particular period of time.

  **401(k) match contributions are subject to the plan’s vesting schedule and applicable IRS limits

  ***Profit-sharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.

  Southwest Airlines is an Equal Opportunity Employer.
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• About the company

  Southwest Airlines Co., typically referred to as Southwest, is one of the major airlines of the United States and the world's largest low-cost carrier.

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