Bilingual Problem Resolution Associate

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."

It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology, gives companies and employees around the world the ability to power confident decisions, for life.

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.

Learn more at careers.alight.com

We are hiring Problem Resolution Associates (customer service) to work onsite in our Round Rock, TX center. As a Problem Resolution Associate, you are the initial customer contact for our Alight Human Resources Outsourcing (HRO) customers. This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services.

Essential Functions:

• Answers and greets customer's calls in a courteous, friendly, and professional manner using Alight HR policies, procedures, and/or practices.
• Listens attentively to customer needs/concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements and/or problems as the first contact resolution.
• Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
• Prepare and complete accurate work and update customer ticket/file via the system.
• Conduct correspondence with customers and team members.
• Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to the appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Occasionally use decision-support tools to answer complex questions or to verify subject matter details.
• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Maintain a broad knowledge of Alight's HR services. This role is the Tier I position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.
• Other duties, as assigned by your immediate supervisor and/or manager.

Required Education and Experience:

• High School diploma or GED
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills
• Ability to demonstrate excellent written and oral communication skills
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner
• Willingness to rotate shifts, as needed
• Ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

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 sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we're committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, 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 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 his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict 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.

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

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.

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

Pay Transparency Statement: Alight takes into consideration a candidate’s experience, education, certification/credentials, market data, internal equity, and geography when determining an offer for a successful employment candidate, and Alight does so on an individualized, non-discriminatory basis. Therefore, an offer may fall anywhere between the estimated minimum base salary for this role of $/year (for full time employees) and the estimated maximum base salary for this role of $/year (for full-time employees). Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://careers.alight.com/us/en/alight-us-benefits-2023

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.