Customer Care Representative - Virtual

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

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” 6 years in a row.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here.

We invite you to join our team! Learn more at careers.alight.com.

We are now hiring ambitious, motivated Customer Care Representatives 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, Nevada, New Mexico, Oregon, Utah, Wyoming
  

****Only applicants from locations above will be considered. ****

This role is designed for people who have strong empathy and communication skills. Days are spent interacting with people over the phone to help them with questions they have about their healthcare benefits, 401k savings and retirement plans, leaves of absences and payroll. This position is ideal for people who can master complex information in a short period of time, are passionate about helping others, and enjoy solving problems.

We Offer You

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization:

• A full Benefits Package, starting on your first day of employment
• Health, Dental, Vision, Life Insurance and more.
• A 401k plan that includes a corporate match.
• Paid Time Off
  • Three weeks (15 days) of paid vacation
  • Eleven paid holidays per calendar year (9 fixed and 2 floating)
  • 6 paid wellness days
• Career Development & Growth:  We provide ongoing training, coaching and development. We reward continuous improvement and encourage you to own your own development.  Take advantage of some of the best training and tools in the world to learn more about multiple areas of Human Resources

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 CCR I begins handling customer interactions, 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.

As a Customer Care Representative, a typical day may include the following:

• 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

Application and Interview

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.

Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

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 reasonable accommodations/modifications 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.

Salary Pay Range

Minimum :

35,000.00 USD

Maximum :

37,440.00 USD

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: Wellbeing and Benefits Selector Page - Alight

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.

About Us

About Alight Solutions

Alight is a leading benefits administration provider of health, wealth, leave and point solutions for many of the world’s largest organizations and over 30 million people. Through the administration of employee benefits, 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. Our Alight Worklife® platform empowers employers to gain a deeper understanding of their workforce and engage them throughout life’s most important moments with personalized benefits management and data-driven insights, leading to increased employee wellbeing, engagement and productivity. Learn more at alight.com.

Our values are the essence of who we are:

Agility. Move with purpose. Learn fast. Adapt quickly.

Leadership. Lead by example. Own the outcome. Serve others.

Integrity. Do the right thing - even when it is difficult or unseen.

Growth Mindset Stay curious. Keep learning. Never stop improving.

High-Quality. Do it thoughtfully. Do it completely. Do it well.

Trust. Trust is earned through consistency, authenticity, and credibility.

Our Colleague Experience

At Alight Solutions, we are reimagining how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.

Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place.

Help us reimagine how people and organizations thrive!

Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive.

@AlightSolutions