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**

**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.
- Ability to work in a fast-paced environment with short deadlines.
- Take complete ownership of self-learning & development

**Requirements**:

- ** 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.

**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.

**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**

Note, this job description does not restrict management's right to assign or reassign duties and responsi