Delivery, Associate

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 ROLE

The Tier 1 Associate has the mission to serve as a single point of contact for incoming inquiries from employees, retirees or client HR representatives delivering efficient and effective services in line with the Statement of Services (ticket creation, information request, data entry, reports ...) and the agreed service levels.

RESPONSIBILITIES

Single Point of Contact:

• Works as the first point of contact in the delivery centre for employees or client HR representative
• Handles and tracks incoming calls, e-mails, faxes
• Handles / Creates tickets in HR Workspace
• Categorizes and prioritizes queries, requests and issues
• Checks on a daily basis the service centre availability/readiness (Network, VPN, HRW, IVR, SAP...)

First Line Support:

Responds to information or enquiry requests that do not require any complex investigation:

Responds to basic HR questions

• Analyses and solves customer's questions, problems and / or requests
• Processes inquiries and requests according to agreed procedure, company policy and in line with legislative requirements
• Builds and maintains information available to employees and HR representatives
• Provides first line case management services
• Escalates in depth customer inquiries and requests to the appropriate Subject Matter Expert as needed
• Produces and supplies on request, reports and statistical information according to the agreed services (SoS).
• Provides Logical Access Support Services according to the agreed services
• Processes requests for customer SAP/ESS/MSS/SSW user creation/deletion/password reset
• Escalates requests directly to AMO

Transactions Services:

• Works as a transactions service agent performing data administration according to agreed scope (SoS):
• Verifies receipt and validates documentation
• Archives the document if legally required
• Enters data in the system

REQUIREMENTS

You have:

• Good analytical skills - to be able to break down a problem, situation or process into its component parts, to separate the main issues from side-issues, to understand the nature of parts and their relationship to one another.
• Good communicator and customer oriented - to be able to identify and understand the customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Excellent written and verbal communication skills
• Well organized and planned, schedules time effectively and uses efficient work methods and tools
• Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
• Teamwork - to be able to work with colleagues to achieve common targets and objectives and to provide actively help to other team members.
• Focus on Quality
• Bachelor degree or above
• 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.
• Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
• A good understanding of external, client and internal compliance requirements

It would be better if you also have:

• Basic knowledge of HR policies and processes
• Knowledge of the Service Centre processes, policies and procedures (e.g. escalation procedures, service level agreements, customer service standards)
• Computer skills: HR Databases, HR IS/IT systems and SC technology (tools for documentation/tracking, service delivery channels etc.)

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

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 is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, 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 the employment of 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.

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.
.