HRM CSR Rep - Pension

작업 내용

Alight Solutions is searching for a HRM Advisor to support the Pension Inquiry Center (HRM CSR Rep I – Entry (CAN) in St. John’s, NL. Alight Solutions is a market leader in innovative HR services and has been awarded with several honors illustrating our leadership in the HR outsourcing and SAP HCM markets.

Summary

Work with our Client’s Employees and Retirees via phone to answer pension and retirement related inquires.

TEAM PROCESSES: Pension & Retirement

Duties (include but are not limited to)

Act as a main point of contact for our Client’s Employees and Retirees
Correspond and communicate via telephone
Monitor the case management system and action cases as necessary
Answer questions and inquiries related for terminated and retired employees
Maintain a courteous, friendly and professional manner on calls
Listen attentively to their needs and concerns; demonstrate empathy
Clarify and confirm understanding of issues and/or questions
Confirm understanding of solutions and provide callbacks and additional explanation as needed
Prepare complete and accurate work and update employees’ file
Effectively transfer misdirected callers to an appropriate party
Contribute ideas on ways to resolve problems to better serve the caller and/or improve productivity
Participate in activities designed to improve caller satisfaction and business performance
Occasionally use decision-support tools to answer questions
Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
Offer solutions to issues that are often non-standard/non-routine and require some clarification
Maintain a broad knowledge of client services
Other duties as assigned

Education/Experience

High School diploma or equivalency

Skills

Knowledge of basic computer operations
Ability to learn
Courteous with strong employee care orientation
Dependable with proficient attention to detail
Good listening and responding skills
Must be flexible with the ability to adapt to changes quickly and think conceptually
Solid problem solving skills
Some technical knowledge
Ability to work within a team environment

Language

Required: English