The Process Lead is a domain expert responsible for operational performance, meeting and exceeding contractual standards, and delivering timely and accurate customer service through phone and web chat
Job Summary
The Process Lead is a domain expert responsible for operational performance, meeting and exceeding contractual standards, and delivering timely and accurate customer service through phone and web chat.
Key responsibilities include spending 70% of production time on calls, 30% reviewing claims, assisting in team objectives, training staff, and performing root cause analysis of client performance issues.
Alight offers comprehensive benefits for a healthy mind, body, wallet, and life, including various health coverage options, wellbeing programs, retirement plans, and continuing education.
Matching Summary
The Process Lead is a domain expert responsible for operational performance, meeting and exceeding contractual standards, and delivering timely and accurate customer service through phone and web chat.
Skills & Requirements
Must-have
Disability claim adjudication experience
Operational performance management
Process improvement and documentation
Customer service via phone and web chat
Root cause analysis of performance issues
Nice-to-have
Champion People, Grow with Purpose
Act with integrity, be real
Empower others, innovate with ideas
Team-oriented, collaborative environment
Knowledge of Absence platform
Key Requirements
8+ years international customer service voice experience