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.****

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, 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 http://www.speedtest.net from your personal computer.
• Excellent oral and written communication skills in English and Spanish

Preferred Experience:

• Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

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

Salary Pay Range

Minimum :

Maximum :

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

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.