Bilingual (English/Spanish) Customer Care Representative, Human Resources - Virtual

We are now hiring ambitious, motivated Customer Service Professionals - BILINGUAL (ENGLISH/SPANISH), to work virtual (work from home). This role requires that qualified candidates must reside in one of the following states:
 

• East Region 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

• Central Region States: Alabama, Arkansas, Illinois, Iowa, Kentucky, Louisiana, Minnesota, Oklahoma, South Dakota, Tennessee, Texas, Wisconsin

• West Region States: Arizona, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Wyoming
   

****Only applicants from locations above will be considered.****

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. 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. 

The Bilingual Customer Care Representative I (Bilingual CCR I) work as part of a team that provides quality customer care by helping client employees, retirees, and others understand, enroll in, and use their HR plan(s) (i.e., 401k, health insurance, pension, payroll) accurately and effectively. They act as a liaison for the customer and resolves questions and issues arising from inbound calls, chats and/or on-line secured requests from client employees, and written requests from client employees and/or HR contacts.

The Bilingual 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 CCRI begins handling customer interactions (following training) 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.   

• 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, fas