Customer Service Analyst (T3)

About the role

Alight is seeking a Customer Service Analyst (T3) to join its Service Center team. The analyst will deliver 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, providing positive customer experiences.
• 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 and accountability policies.
• Document interactions accurately and follow standard operating procedures.
• Take ownership of personal learning and development.

Required profile

• Strong communication skills with the ability to simplify complex information.
• Familiarity with customer service tools, domains, and client plans.
• Ability to work under supervision of an assistant manager and collaborate across multiple client accounts.
• Commitment to meeting quality, SLA, and performance metrics.
• Self‑motivated and proactive in continuous learning.

Required skills

What we offer

• Comprehensive total rewards package.
• Continuing education and training opportunities.
• Potential for growth within a global organization.