Your candidacy is currently being considered for a requisition for an Alight Inc group company. As you may be aware, Alight has announced intent to divest its Payroll & Professional Services business to HIG Capital. After the transaction closes, this position will be aligned to the new Payroll & Professional Services owned by HIG Capital (‘Divested Group’). By applying for this position which will be with the Divested Group company, you understand and agree to the information you submitted for your application with Alight being shared with the Divested Group company. In addition, if you are made an offer of employment, it will be contingent on your undergoing and successfully completing a background check consistent with the Divested Group company employment policies.

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.)

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.

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About Alight Solutions

Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions. Learn how Alight unlocks growth for organizations of all sizes at alight.com .

Our values are the essence of who we are:

Champion people. We are empathetic and have created a place where everyone belongs. And we win together.

Grow with purpose. We are inspired by our higher calling. We fail forward and choose progress over perfection. We are brave, show grit and grow our whole selves.

Be Alight. We are a beacon that empowers others. We act with integrity and are real. And we find ways to add joy.

Our Colleague Experience

At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.

Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place.

Help us reimagine how people and organizations thrive!

Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive.

@AlightSolutions