Customer Care Representative I, Healthcare Benefits

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 28 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. At Alight, we are reimagining how people and organizations thrive.

The primary function of the Customer Care Representative 1 (CCR1) s to provide employee support for clients with Alight Solutions Contact Center Services. The team is engaged in providing exceptional customer service, via phone or email, while providing accurate information with a focus on first call resolution.

The Employee Benefit Resource Center (EBRC) is a division within Alight Solutions that provides year-round new hire benefit enrollment, benefit Q&A, and technical support. The Customer Experience Center (CEC) is in place to accurately handle multiple types of calls and emails coming into the EBRC from employees of Alight Solutions clients. The CCR1 is responsible for meeting Service level expectations while scheduling appointments, answering employee questions, processing QLE’s, and providing technical support for employees that contact the center.

As a Customer Care Representative 1, a typical day to include the following:

• Enroll employees directly into their benefits via the phone for self-service assistance
• Provides adjudication for documents related to dependent verification
• Works with employees to schedules appointments for EBRC new hire services
• Deliver high level technical support including but not limited to system password resets
• Navigates various systems including SharePoint, Timetrade, SmartBen, UltiPro, TRAX, IssueTrax
• Accurately document client activities; follow-up on outstanding issues to ensure appropriate resolutions
• Provide exceptional customer service
• Performs other duties as assigned

Qualifications

• Ability to handle high volume inbound calls under pressure with continuous focus on exceptional customer service and attention to detail
• Familiarity with and aptitude for team-oriented, collaborative environment
• Broad knowledge of benefits administration inclusive of terminology and ability to communicate effectively over the phone
• Strong written and oral communication skills, with proven problem-solving skills
• Keen attention to detail with an eye for process improvement
• Proficient in Microsoft Office with ability to learn and operate multiple systems
• 1+ years of inbound/outbound contact center experience preferred
• 2+ years of benefits related experience preferred, 6+ months required
• Must be able to work a flexible schedule based upon high call volume needs.

Education

• Bachelor’s degree preferred
• High school diploma or equivalent

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 of 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, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

At Alight, we believe that diversity should be visible, valued, and sustained throughout the organization. Alight provides equal treatment and employment opportunities to all employees and applicants for employment without regard to any protected status or other protected characteristic.

Alight 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 employment 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, sincerely held religious beliefs, practices and observances, unless doing so would result in an undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

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

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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.