Customer Care Representative
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Job Description
Customer Care Representative helping employees resolve healthcare, retirement, leave, and payroll benefits questions. Processing benefit transactions and supporting Alight’s workforce solutions clients remotely.
Responsibilities:
- Handle a high volume of inbound calls from clients’ employees
- Answer questions, provide education, and solve complex HR and financial issues related to healthcare benefits, 401k savings and retirement plans, leaves of absence, and payroll
- Process health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections
- Conduct additional research and ongoing casework
- Initiate outbound calls to update customers on pending cases or other topics
- Navigate multiple tools, systems, screens, and applications while managing live customer interactions
- Assist callers with navigating systems
- Communicate with third parties to research and assist customers with updates or inquiries
- Complete training in a domain area, tools and resources, customer interaction management, and client-specific processes
- Develop skills and advance from CCR I to CCR II within the first 15 months
Requirements:
- 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 of customer service experience, OR Bachelor’s Degree
- Excellent verbal and written communication skills
- Passion for providing a high level of customer care and satisfaction
- Ability to be flexible, adaptable, and dependable in a fast-paced environment
- Ability to receive and immediately apply constructive feedback
- Ability to multitask using several Windows applications while assisting a customer by phone
- Flexibility to work a specified shift and extended hours as necessary
- High-speed broadband cable internet with minimum upload/download speeds of 20 Mbps/20 Mbps for 100% remote positions
- Internet provider equipment must be hardwired to the company-issued computer
- Must reside in one of the listed 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, Alabama, Arkansas, Illinois, Iowa, Kentucky, Louisiana, Minnesota, Oklahoma, South Dakota, Tennessee, Texas, Wisconsin, Arizona, Idaho, Nevada, New Mexico, Oregon, Utah, or Wyoming
- Must have work authorization in the employing country without current or future visa sponsorship
- Background check required upon offer
- Experience in Health Care, Human Resources Services, or Financial Services preferred
Benefits:
- Health, dental, vision, and life insurance starting Day One
- Wellbeing programs
- Retirement plans with contribution matching
- 401k plan with 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
- Parental leave
- Continuing education and training
- Career development and growth opportunities
- Ongoing training, coaching, and development
- Flexible working arrangements
- Remote work from home
- Potential occasional travel to a physical office location
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