Customer Care Representative - Virtual

Customer Care Representative

We invite you to join our team! 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  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…