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 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.)
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.