Process Developer

PRINCIPAL DUTIES AND RESPONSIBILITIES:

100% of production time to be spent logged in on calls or web chat

Answer calls & chats with an approach to deliver positive customer satisfaction

Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision

Maintain internal & client defined quality on calls

Understands and contributes positively in meeting client SLA’s & targets

Adheres to Customer Service Attendance & Accountability policies

Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently

Formal Education/Certification

No Gaps / Failure throughout Graduation

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.