Customer Care Representative, Human Resources

We are now hiring ambitious, motivated Customer Service Professionals to work virtual (work from home). This role requires that qualified candidates must reside in one of the following states ... • East Region States: Delaware, Florida, Georgia, Indiana, Maine, Maryland, Michigan, Mississippi, New Hampshire, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, Washington D.C. West Virginia • Central Region States: Alabama, Arkansas, Illinois, Iowa, Kentucky, Louisiana, Minnesota, Oklahoma, South Dakota, Tennessee, Texas, Wisconsin • West Region States: Arizona, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Wyoming • *Only applicants from locations above will be considered.**

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com.

The Customer Care Representative I (CCR I) work as part of a team that provides quality customer care by helping client employees, retirees, and others understand, enroll in, and use their HR plan(s) (i.e., 401k, health insurance, pension, payroll) accurately and effectively. They act as a liaison for the customer and resolves questions and issues arising from inbound calls, chats and/or on-line secured requests from client employees, and written requests from client employees and/or HR contacts.

The CCR I role is a learning/developing role in the hierarchy of the CCR career path. CCR I’s will be provided with training in a domain area (pension, 401k, health, HR plans, etc.), how to use tools & resources, how to manage a customer interaction, and client specific training. Once a CCRI begins handling customer interactions (following training) they will be expected to develop their skillset and promote to the CCR II role. CCR I’s are expected to advance to CCR II in the first 15 months of their role. • Handling a high volume of inbound calls from our clients’ employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc. Proficiency will develop on the job. • Processing transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections. This may include additional research and ongoing casework. • Initiating outbound calls to update customers on pending cases or other topics. • Leveraging your computer navigation skills to navigate a robust set of tools/systems - toggle between multiple screens, systems, and applications to provide answers and support while also managing a live interaction with the customer. This may include assisting the caller in navigating the system as well. • Communicating with third parties to research and assist customers with updates or inquires.

Required Experience: • At least 4 years of customer service experience, or a combination of education and experience: • High School diploma and 4 years of customer service experience, OR • Associate’s Degree and 2 years or customer service experience, OR • Bachelor’s Degree • A self-starter with excellent communication skills (verbal and written) and the passion to provide the highest level of customer care and satisfaction • Ability to be flexible, adaptable and dependable in a constantly changing, fast-paced environment • Ability to receive and immediately apply constructive feedback • Ability to multi-task using several Windows applications at once while assisting a customer on the phone • Flexibility to work a specified shift and extended hours as necessary • Internet Connectivity Requirement/Remote Positions: For 100% remote positions, we require that (1) you have high-speed broadband cable internet service with minimum upload/download speeds of 20 Mbps/20 Mbps and (2) that the equipment supplied by your Internet provider is hardwired to your company issued computer. To confirm whether your internet has sufficient speeds, please visit http://www.speedtest.net from your personal computer.

Preferred Experience: • Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row.

This position is virtual, please review some highlights from our workplace flexibility policy.

Logging In/Out (Attendance/ Tardiness) – Work at Home colleagues are expected to maintain acceptable attendance. Daily attendance is tracked and determined by phone Log-in/Log-out data.

Time-Off- Just as an on-site office setting, participants of this program must notify their manager if they will be away from their home office for long periods of time. Ex. Doctor appointments, etc.

Dependent Care Arrangements- Working from home is not intended to be utilized to provide care for others on a regular basis (e.g., childcare, eldercare, etc.) because you cannot work effectively while trying to care for others.

Home Schooling – Working from home is not intended to be utilized to provide time for home schooling on a continuous basis. You cannot work effectively while home schooling during regular work/business hours.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

To learn more about Alight Customer Care and our benefits, click here.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer

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Customer Care Representative, Human Resources - Virtual