Customer Service Associate – T2

About the role

Alight is seeking a Customer Service Associate (T2) to join its Service Center team. The role focuses on delivering timely, accurate support across phone and web chat channels, helping participants understand complex client plans and make informed decisions.

Key responsibilities

• Spend 100% of production time logged into calls, handling inbound inquiries.
• Articulate complex client plans and provisions in a clear, understandable manner.
• Maintain internal and client‑defined quality standards on every call.
• Meet or exceed client SLA targets such as Customer Satisfaction, Service Level %, Average Handle Time, and Call Back timeliness.
• Adhere to attendance, accountability, and documentation policies.
• Take ownership of personal learning and development, following SOPs and ensuring proper follow‑ups.

Required profile

• Strong communication skills with the ability to simplify complex information.
• Commitment to delivering a positive participant experience.
• Ability to work under defined service level agreements and quality metrics.
• Self‑motivated learner who takes responsibility for continuous improvement.

Required skills

What we offer

• Comprehensive total rewards package.
• Continuing education and training opportunities.
• Potential for growth within a global organization.
• Culture that champions people, purpose‑driven growth, and integrity.