Customer Services Representative

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. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

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.

Customer Services Representative

Associate/Analyst - Customer Service

The Alight Customer Services Team is responsible for providing timely and accurate customer service through any/all mediums including email, phone and web chat, requiring strong communication skills and knowledge of client plans and provisions to resolve the participants’ issues. We strive for first-call resolution while adhering to service level agreements, ensuring a positive participant experience through effective solutions and personal service.

Responsibilities

• Handling a leave of absence claims initiation requests from our clients’ employees to answer questions, provide education, and solve complex HR and financial issues related to their claims.

• Handling claims related to FMLA, disability (STD/LTD), parental leave, personal leave, and other applicable programs.

• Spend 100% of production time logged in on calls

• Articulate complex client policies and leave provisions in a simplified manner.

• Maintain internal & client defined quality scores.

• Ensure Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently.

• Ensure proper documentation and follow-ups and follow SOP’s

• Identifying issues, process delays, and quality problems and recommending and implementing solutions.

• Consistently applying logical reasoning and critical thinking skills.

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

• Take complete ownership of self-learning & development

Requirements

• Bachelor’s degree in B.Com, B.A, BBA,B.Sc (Full time MBA/MCA/B Tech/BE/B Ed candidates will not be considered).

• Associate Level hires: 2-5 years of work experience in International Customer Service “Voice” Process.

• Analyst Level hires: 5 - 8 years of work experience in International Customer Service “Voice” Process.

• Excellent verbal and written communication skills.

• Outstanding customer service skills

• Appropriate Typing speed to be able to efficiently manage documentation during/post interaction.

• Ability to work evening/night shifts (5.00 PM to 6.00 A.M Window)

Alight requires all virtual interviews to be conducted on video.

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.

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 several voluntary benefit options.

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 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.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com.

Equal Opportunity 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, 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 their 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.

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.