Customer Care Representative, Supporting Benefits & HR Services (Toronto, Canada) - Apply
Our story starts with a simple universal truth: Every business is a people business. Our people are our greatest assets at Alight Solutions because People Matter! We strive for Excellence Every Day by collaborating with our clients and colleagues. At Alight, we Think Forward and we Act Now to shape the future of work and life for organizations, people and their families! Our company has 25 years of industry experience and we want you to join us. Be Real with Alight and help us re-imagine how people and organizations thrive.
As a Customer Care Representative, a typical day may include the following:
- Handling a high volume of inbound calls from our clients’ employees as well as conduct outbound calls for follow up as required
- Greeting the employee, answering concerns and questions, educating them and solving complex issues relating to their health care benefits, 401k savings, life benefits, retirement plans, leave of absence, payroll and/or human resource related services
- Processing transactions such as, but not limited to, health enrollments, tax updates, direct deposit updates, 401k withdrawals or contributions, and retirement elections
- Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy statements as needed
- Recognizing/acknowledging the need for additional research in order to resolve any issues reported by the customer, and handle this casework throughout shift
- Accessing customer accounts and product information, by toggling between multiple screens and systems, to provide accurate answers and support within the parameters of Alight Solutions policies and procedures. Website navigation for the employee may be needed as well
- Creating and updating employee files in database, as authorized
- Communicating with third parties to assist the caller with updates or inquiries
- Staying current on Alight’s programs and services through on-going training provided by Alight Solutions and self-study
- Staying current on client’s programs and provisions through on-going training
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 who has excellent communication skills (verbal and written) and the desire 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 constructive feedback, then immediately and consistently apply it
- 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
Preferred Experience:
- Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services
Education:
- Bachelor’s or Associate’s degree, or a High School diploma plus equivalent years of related industry experience
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 limited to subsidiaries, partners, or purchasers of Alight business units.
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