T4 - Lead - Customer Support

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 over 25 years. The Alight Work life® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Work life is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight has more than 16,000 colleagues spanning the globe, proudly serving 4,300 clients and their more than 36 million employees and dependents.

PURPOSE: The Associate Account Manager serves as a specialized administrative extension of the Account Management team in support of the client.

The Associate Account Manager is dedicated to helping the Account Management Team ensure the client’s needs, requests and questions are taken care of within the scope of Alight Leave Solutions services. The position is responsible for submitting tickets, researching inquiries, provision of claim-related data and reports, and inquiry resolution for clients. The Associate Account Manager does not provide counsel or input on a client’s employment-related decisions. This role may be located at an India location.

ESSENTIAL FUNCTIONS:

• Support’s Client LeavePro and or 360 system acceptance testing
• Assists in researching client inquiries related to Disability and Leave of Absence, including claim and leave specific questions
• Research and investigate technology issues, including managing file feed escalations, submitting tickets, and following through to resolution
• Monitor roster files and manage dropped employee tracking process
• Recommends process improvements and ways to streamline (after vetting with Account Executive and Operations) and follows change management approval process.
• Serves as a resource for the account management team and acts as a Leave Solutions subject matter expert
• Assist with work orders, user testing, etc
• Submit new report requests
• Delivers weekly, monthly, quarterly, and ad hoc reporting to client as needed
• Partners with Account Executive, Operations, and/or Business Intelligence to deliver analytics for weekly, monthly, and quarterly reports as needed
• Performs a variety of administrative duties in support of the client as well as the Account Management team with a high level of attention to detail
• Maintains all related documents, files and legal requests with a high level of confidentiality and professionalism

OTHER DUTIES:

• Attends department meetings and company meetings as required
• Takes ownership for assigned project work with guidance from Account Executive / Account Director
• Collaborates with Account Executive and Account Manager to help facilitate resolution of issues between clients and the appropriate internal partners on tactical initiatives
• Partners with internal Account Management team, Client Benefits/Absence Management Team to meet client needs

Skills

• Demonstration of diplomacy, good judgment, professionalism, critical thinking, analytical skills and the ability to handle confidential information
• Excellent communication skills (oral/written)
• Demonstrates introductory knowledge of Disability Management, FMLA, and Workers Compensation and Payroll
• Working knowledge of internal systems, including but not limited to; LeavePro, 360, Jira, NXT, Self -Service Portal and reporting across other applications and platforms
• Strong interpersonal communication skills and a positive attitude
• Well organized, able to multi-task and identify priorities
• Project management experience preferred
• Multi-tasks and identifies competing priorities. Hits target dates
• Proficient computer skills in data entry and attention to detail
• Microsoft Word and Excel intermediate level experience
• Supports departmental initiatives and other duties as specified

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

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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