Sr. Associate Special Handling Group

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.

A Problem Resolution Specialist is a Tier 2 customer contact for our Human Resources Outsourcing (HRO) customers with escalated or complex problems/issues. This vital role will provide customer service and problem resolution via inbound calls, outbound calls and/or email/Internet.

Essential Functions:

• Answers and greets customers in a courteous, friendly and professional manner using NGA HR policies, procedures and/or practices.
• Listen attentively to customer needs/concerns; demonstrate empathy.
• Data input that can be done as 1st contact resolution (real-time communication channel)
• Confirm customer understanding of the solution and provide additional customer assistance/education beyond a CMA Associate scope, as needed.
• Prepare and complete accurate work and update customer ticket via system.
• Conduct correspondence with customers and team members.
• Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to the appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Solve problems that are unstructured and that may require reliance on conceptual thinking.
• Provides solutions to issues that are often non-standard/non-routine and require some clarification.
• Will provide floor support, assistance to Team Leaders in minor operational operations monitoring and training for new hires, as needed.
• Maintain a broad knowledge of NGA HR's services (HR Administration, Talent Administration etc.)
• Activities involve different and unrelated processes and methods.
• The decision regarding what needs to be done depends on the analysis of the subject, phase or issues involved and a chosen course of action may have to be selected from many alternatives.
• Resolve unusual or complex situations and defer to higher levels for approval prior to implementation as needed.
• Minor direction is provided on assignments and determining appropriate use of established methods, tasks and priority.

Key Competencies:

• Be Accountable
• Solve Problems
• Take Ownership
• Be Client Centric
• Be Effective

Supervisory Responsibility: None

Work Environment:

This job operates in a professional call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate, converse with, exchange and assess information. The employee is frequently in the stationary position but may occasionally move from this position. In addition, the employee will constantly operate office equipment, including telephone and computer with multiple screens. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds and will be in an office environment.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are typically Monday through Friday 8:00 am to 6:00 pm. This position may regularly require long hours and weekend work.

Travel:

Travel is not routinely required for this position. However, there may be some out-of-area and overnight travel for possible training and/or client purposes only, but not of the daily routine of this position.

Skills and Experience

NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At NGA HR, we're dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do.

Required Education and Experience:

• High School diploma or GED
• At least one year previous customer service experience, internal or external
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills
• Ability to demonstrate excellent written and oral communication skills
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner

Preferred Education and Experience:

• Three years or more previous call center experience, internal or external
• Previous supervisory experience
• Associates degree or higher

Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible.

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.

Our commitment to Diversity 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.

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
We are 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.

We provide 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.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

29,800 USD

Maximum :

47,200 USD

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:

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.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.

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