client manager

customer service representative

client specialist

customer support representative

workday consultant

Alight Solutions

Alight is a great company to grow. They’ll give you training depending on which department they chose for you. The ones available in the call center are health benefits, Human Resources, 401k and pension. 

The volume of calls depends on the client they select for you. Some clients have calls are back to back where doesn’t give you time for a breather, always miss your breaks due the volume. While other clients alight haves the call volume is extremely slow, so slow you can read a book while waiting to receive calls.

Work environment the employees are extremely kind, respectful and caring. My team helps each other. While other teams doesn’t even care about putting all the work on you. It all depends on your luck of which client the company assigns you to. They are managers who are on point, constantly evaluating you, asking if you want one on one meeting to discuss about your growth within the company and what motivates you. While other managers are lazy, skip work, and when you ask them something they say I don’t know use your “callflows”. Callflows mean a tool you use to find information. Basically it all depends on your luck. 

Lunch? Lunch schedules in the office I’m located at you can chose between 30 minutes or 1 hour. If you are with a stressful client I suggest 1 hour but if you are with an extremely slow pace client I suggest 30 minutes. You either bring your own lunch or buy outside. They have free coffee but you have to bring your own mug since they are going for “go green”. 

Company itself? The evaluations are extremely strict. If you get a client who insults you or say you are doing an horrible job even though you are doing it correctly it affects you. To get a promotion you basically must have you butt glued into the chair since adherence plays a huge part of them to decide to keep you or not. When I say adherence means your time on the phone is being recorded 24/7 and your manager can see when you are on the phone. In other words strict. The company depending on the clients have strict handling time meaning the time you spend on the phone for example my time on the phone talking with a customer must be 6 if not will affect you evaluation to get a promotion or be in the company.

Dress code? It gives you freedom. You don’t have to wear an office suit. You can wear jeans as long is not torn and any type of clothing as long it’s not revealing like spaghetti straps and short pants. You can wear T-shirts as long doesn’t have quotes nor subliminal words/messages. You dye your hair which ever color you want since you’ll be on the phone all day not face to face. 

Growth in the company? Like mentioned before you’ll learn either Human Resources, health benefits, 401k, pension or if you are lucky all of them. It’s an excellent place to gain experience. You don’t need any experience to get the job since they will provide you training for it. They’ll teach how to provide excellent customer service, teach you things such how to handle a difficult caller who curses or threatens. Working for the company opens new doors. If you worked for Human Resources it helps you get a job in that area with other company if they give you the boot.

Speaking of giving the boot. When you enter you’ll always be a temporary employee with no benefits and no vacation only sick time. When for example if your 6 month contract is coming to an end. They will not give you a warning nor let you know so you can find other jobs. They’ll tell you on the spot, which is something they should improve on because will make you feel nervous not knowing the outcome and shows how little they value you. When you become a regular employee it’s a relive because you’ll be able to use vacation time and get health benefits with the 401k. 

Schedules? You don’t have the option to chose your schedule. Like they told me once “if you don’t like it then quit” but! They do change your schedule of you have a solid reason like a medical condition or need to pick up your kids from school. 

Work from home? That is only available for team managers and big bosses not regular representatives.

The big question, will you get a raise? The answer is yes but is based on how long you served the company. The catch? If you don’t get promoted within the time frame from representative 1 to representative 2 you’ll get fired. 

Do I recommend it? Yes and no. Yes if you can handle stress and always be mentally challenged. Some customers will insult you like there’s no tomorrow on calls, plus the pressure of fighting for your position since you need to get perfect evaluations in order to stay with the company. Also you’ll gain experience which allows you to get other jobs within that field. No, because they had people with depression due stress. Half of the building the people smoke due stress. You have no life outside work. Saturday and Sunday seems to little time to recover from stressful weeks. I had colleagues who needed psychologists due the pressure and the callers rudeness. They were colleagues who had quit because the job was driving them insane and other stuffs I’m not allowed to say. So if you are mentally strong and can handle criticism from customers and managers this is the job for you because you will gain experience.

When owned by AON the company was great, the culture was fantastic.  When they sold to Blackstone the company culture tanked. You could set your calendar to the day when RIF's were coming each year for 3 years running.  Alight themselves are not doing much of the work in house now and are contracting all of the work out to other companies.  If their actual clients knew this and the work was "white labeled", they would just bypass them altogether and go directly to source company and save on the markup. 

Nepotism is rampant there.  When RIF's happened Directors would ensure that his/her sisters and friends were safe and given a heads-up months in advance so they can apply at other open positions within the company.  Management had their favorites and offered either new "made up" positions just for them or positions they were not even qualified for just to ensure safety.

Backstabbing was a huge issue as well.  There were many a meeting I sat in behind closed doors where the Directors would talk poorly and/or belittle other colleagues behind their backs to others on conference calls daily. It was always said "what happens and said on these calls are safe and go no further than this room, kinda like Vegas hehehehe" to be specific. 

The company and their Directors constantly made promises that they would not keep or would dangle them like a carrot to try and keep you on board.  For instance, quite a few of the colleagues requested and were told that the company was going to pay for Certifications. Classes were to be held on site to get your 35 hrs and the take the exam.  Colleagues were even told the 'Monies" to fund these certs were secured in the new fiscal year budget and set aside, it never came to fruition.  Rather excuses were made, timing wasn't right and in the end, only a SELECT FEW were going to be chosen that ACTUALLY NEEDED the cert and others would be considered for subsequent years (FYI in my job description it stated I needed to have this particular cert by the end of 18 months of starting the new role).

If you were not like by certain Directors in YSA/Smart Choice Accounts, you had no hope of staying employed. It was only a matter of time before they found something no matter how small on a colleague before they were out the door.  This was witnessed on several occasions.

A typical day was to be on conference calls from 8a.m.- 5p.m. daily and quite frequently with multiple calls overlapping with no downtime in between.  You were expected to multitask by being on the meetings and giving them your complete attention while trying to work on your daily work.  If called upon in meetings and you missed the question and asked them to repeat it, you were later grilled as to why your weren't paying attention to the call or didn't have the response they were looking for.  There was an exception to this for the colleagues that were besties with the Directors. Those colleagues just laughed it off and were told no worries get me the information when you can. Several of the colleagues I managed would come to me asking why this was the case and they feared reporting would result in blacklisting them or worse, let go. I would take it up the chain myself and respect their anonymity no matter how hard I was pressured to try and divulge their names. Honesty and respect mean everything to me in the workplace and home, something Alight is severely lacking to their colleagues and clients. They do not even adhere to their own core values, Especially on Be REAL (to their colleagues) and People Matter.

Their turnover rate is insane. They hire 30 new people every month because people are dropping like flies. I have had several people in my class quit within the first few months and have seen many leads leave within the few months I have been there. This is NOT a consulting job, this is a glorified customer service call center job. You will be yelled at by members for things you have no control over. You are basically doing things that people can do themselves if they understand basic health insurance. If you work hard here, they will literally take advantage of you and give you more work without any added bonuses. Management has to be the worst. They will never tell you anything bad directly, they will have your lead relay the information instead. They will tell you last minute that you’re staying till 6pm, or you are doing someone else’s work on top of your own because they are out of office. They will give you other people’s work on top of your own because you’re performing well, even though there are other people in the office who do nothing and get away with it. There is also favoritism to who can go remote whenever they want. Expect to be micromanaged hard! Every single little thing you do will be questioned by your lead or another person who is sending out your work. Your experience varies greatly depending on your lead. I knew someone who had an extremely controlling lead, who helicoptered everything they did. The PHONES. You have to be available on the phones, ready to answer rude customer requests, while having to finish all of your work for the day, which is extremely hard. Because your work is literally calling other insurance or health providers for answers, but you get interrupted whenever a customer calls you. You’re basically either taking calls or giving calls out for 9 hours. Then they will chaste you if you aren’t on the phones or aren’t completing your work, but it’s near impossible to do both and leave at a reasonable time. The performance metrics are unrealistic, and they increase the longer you stay at the company. I was the top performer in my class for a while and management told me that I was performing “average”, because I was still under their “weekly point goals” even though I had several points ahead of my peers. From this, I learned that the harder you work here, the more work they will give you, without paying you any additional compensation. They pay an okay amount for a recent graduate, but it just caps there, and you just keep getting more work with no overtime pay. In the end, it ends up not being worth it as you’re working 50-55 hours a week. Even though you become “Salary” you have to be there at 8AM and you can’t leave before 5PM. Often times you will skip your lunch to leave on time, or you will stay past 5pm every single day. Lastly, management does not care about your personal life. They will reject your request to work remote or deny you from taking any leave of absence should something dramatic happen in your life.

TLDR: Pay is ok, employee discount offers are ok, breaks count against metrics, work that requires time off phones count against metrics, metrics are bad - no promotion, no promotion within 18 months of start - performance improvement plan.

Alight started off strong. They promised a decent amount of PTO which they followed through on. Started with 52 hours of vacation pto and 26 hours of sick pto plus for every full time month worked, you earn 10 hours pto. 
They also promised opportunities for advancement within 12-18 months of starting and 30 minutes of paid break time. The problem is, if you are off queue, even for work reasons to best care for and assist clients, this counts against your metrics. Additionally, their new break program causes the breaks to count against your metrics as well. The only way to promote is to skip the breaks, or do less for the clients. If you choose to continue caring for the clients AND yourself, this tanks your metrics and prevents promotion. They blame this on you and if you don't promote within 18 months of starting, you get put on a performance improvement plan.
The culture is variable. Within your own team, it can be very fun and supportive at times; however, the customer care support chats do not respond in a timely manner. The purpose of these chats are to answer questions while representatives are on a call that we are unable to answer with the resources provided. Most queries are not answered within hours, many within days, and quite a few go unanswered all together.
They switch your manager with no notice (I was put through 4 managers in the course of a year) and they also change your department with no notice and poor training.
They do not do pay review and hire new representatives for more than the people who referred them while trying to justify why they won't do pay reviews.
There are some pros, they try to recognize the good workers by sharing client "love notes" and KUDOS calls. They offer awards in some instances, but they are hard to come by. Bonuses are offered quarterly, but they depend on your metrics, not the quality of your work. They do offer many perks including free subscriptions to health and wellness apps, early access to pay, discounts from a variety of shops.

The pay is better than some call centers, that is the ONLY upside; however the metrics are extremely strict and unattainable. Management expects you to know absolutely everything your first day taking live calls. Training was inefficient and we are penalized for call topics that we may not have gone over in training. The employee IS ALWAYS held accountable. Management never takes fault for training, and/or client errors. There is a 1 min time differences cause an occurrence. We are given PTO, sick time etc, yet we are still penalized when we use it. Manager oversteps boundaries with employees with multiple calls on personal phones, FaceTime calls, & multiple texts before and after shift, when a simple conversation on MicrosoftTeams would be efficient.  Alight “strives” on “people matter”, yet employees are looked at nothing but a metric and an employee ID number. The work life balance is very hard and strenuous on mental health. Being that I have worked in multiple call centers, including a separate national bank; this is the first call center job where there is no “end of shift” code and such strict guidelines. We never learned how to properly close our systems at end of shift, yet will be penalized if done incorrectly. This client is horrendous. Alight or, BofA, has protocols for employees that is ONLY conducive to business needs and not employee needs. Micro managing is at an all time high. All criticism is negative; yet when you are doing well, they do not commend you on it. I have heard good things about other clients, but BofA in particular is a very mentally taxing client and management does not care. Lastly, you are forced to be skilled in multiple areas yet no pay increase for being payroll, H&W, Employee Relations, Learning etc at the same time. Any job concerns that the employee speaks about is looked at as insubordination even when done in the most professional way. This client needs a major reshaping and the turnover rate would probably not be so high. We are more than just an employee ID number. 

This company, like so many others, rewards hard work with more work, then every year at annual review time, tells you that profits didn't hit expectations, so there's no budget for any increases. I'm currently doing the job of 4 people and have not had an increase in pay in nearly 4 years. You are routinely expected to work on company holidays if your client doesn't also have that holiday, with the promise of a floating holiday later. You may as well offer unicorn dust, because no one is ever able to use all of their vacation time, so floating holidays are useless. 

Since I've been here, company sponsored benefits have increased in cost while decreasing in benefits, and 401k match has been halved twice. They truly do not care about attrition, as all they do is divvy up leftover work amongst those unfortunate to still be stuck working here. They are a "promote from within" company, which seems like a good thing, but what it leaves you with is 10 years of experience on their specific tools which do not translate to job opportunities elsewhere, as you have no actual certifications in anything. As for hours expectations, people here routinely sign on (almost everyone is work from home now) as early as 5:30-6:00am and are still online as late as 8:00-9:00pm. If you try to maintain a reasonable 9-5 schedule, you're cast as not caring about the team. 

Management will hard sell on new initiatives that boil down to "work harder, make more money for the company" without any set compensation targets in place. Leadership changes direction every 2-3 months entirely, leaving most everyone completely lost and unsure of exactly what is expected of them. "Abusive" is about the best term I can use. This company has all but destroyed my life.  

I started at Alight with the promise of full training and understanding of my job. About 2 months in of ZERO training (being told “next week” over and over) I was expected to be a Expert at my job even when I had only a 10% understanding of their processes and daily duties, etc…WHEN “training” was available it was terrible, you don’t learn anything and they expect you to figure everything out from scratch. Your own bosses/managers CONSTANTLY back out on meetings with you and hardly follow through. The work environment is not comfortable because managers and leads are constantly talking down to you and making rude comments to the point you don’t even feel comfortable reaching out to them. Clients are ALWAYS mad and chewing you a new one on calls for anything and everything even when it’s out of your hands and you’re basically told to just act like you know what’s going on but you’re never taught how to fix these issues even if you ask. Along with this type of behavior Alight takes on WAY MORE clients than they can actually handle and so they over work you and expect you to do literally 3X the amount of work you should be doing without paying you a fair “comparable” salary and it’s hard to keep up. The mangers know this by stating that they feel like they have “set people up for failure” but still expect you to perform at high standards. Your work load always feels like trying to scoop water out of a sinking boat with a little bucket, no matter how fast or hard you worked you are sinking and eventually you want to give up. They make false promises that your job is extremely secure & then lay lots of people off. Positives were that it was easy to request days off and they pay double time for holidays. When I was laid off I was upset but more relieved that I didn’t have to dread another day “in the office” at home. 


First the company doesn’t care about you only thinks of you as their slave. Example? There was a protest for a day and they announced the office will be close. They decide to wait until last hour to send you a message at 3pm saying you have to work at 4pm. Extremely irresponsible and all they say is if you can’t make it use your personal time off which you worked hard for and extremely unfair since it’s their fault. 

The job is great because they’ll hire anyone and gives opportunity to anyone. It’s great because they allow you to dress comfortably since dress code is not that strict. Parking is free when you are a regular employee and they give you monthly $50 if you take public transport.  You’ll gain experience and open new doors to work for other companies.
Call Center provides areas of career with pension, 401k, Human Resources, and health and welfare.

The company doesn’t give any warnings and fires you on the spot, because they don’t care about you and can replace you with someone else. Since the company only thinks of you as their slave not as a hard worker. 

The company does lame things like activity’s to show case your talents, decorate your cubicle and win a prize to pretend they care about their employees. Most awful company in regards how they treat and think of their employees but good for those who can’t find a job and needs experience to work for bigger and better companies. 

The leave of absence team is a joke. A colleague got into an accident. The leave of absence were telling them to use their sick time when the person didn’t had any, plus argues with them stating they need to work, but needs to have an end date for leave of absence. When realistically the colleague and doctors doesn’t know when they will recover from injuries. So they colleague needed to work after the accident. That’s how much the company truly care about their people.

A typical day at work consisted of signing into the systems then taking calls. You will be micromanaged every minute of the day. You will have to inform them for even going to the bathroom. 
I learned about how Benefits offered to State of Florida employee and how to enroll them and determination of eligibility. Also how they treat the Retirees. 
My time at Alight let me see how management can be snakes. They will smile in your face and cut your throat. They hired a bunch of people from a bunch of different agencies and told all of us we will work throught the end of our contract, but instead we were let go at the drop of a dime without any warning whatsoever. These people are evil and I would not recommend anyone work for them unless you cannot do any better. Every last one of them.....no exceptions. Also, they will not give you advance notice when they want you to work 10 hour days during Open Enrollment. You leave for work early in the morning and don't get to leave until it is night time. You will miss your whole life serving them with no appreciation but i'm gonna stop typing before I start dropping names. But if anyone wants more detail, feel free to ask and I will be more than glad to reply.
The workplace culture was very political in nature. You will get nowhere in this organization unless you are willing to be a bootlicker. The only people who move up are the ones who are friends with management. A lot of nepotism going at this place.
The hardest part of the job is getting help when you need it. Management will not give you no help and they don't have enough floor walk support because they burn out the ones they have. 
Not gonna lie.....the most enjoyable part of the job is talking and having conversations with your co-workers. 

I will start off with the positive things about this company... the coworkers you have are great.

That’s all the positive things about this company.

The downside to this job is it is very stressful. This job will take a MAJOR toll on your mental health. This place has a very high call volume. Many people get bounced around from team to team and during the year they have many random layoffs. After the major layoffs they have they end up hiring many new people. This company has a very high/unrealistic standard you must meet and keep. Many of the managers are very fake and you can tell (if your smart). Management treats all regular employees very poorly. Management also has a very goofy logic for everything they do, and when you try to tell them things that are LOGICAL they blow it off and continue with their goofy logic...They have no book sense or common sense (AND YOU CAN TELL). I think it’s very odd that many of the managers are on the younger side and DO NOT have degrees. Matter fact 95% of people they hire for the customer service position HAVE bachelor degrees (and I think having a bachelors degree may still be a requirement to apply).... which makes zero sense to me. The vacation time they give you is GREAT .. BUT you will never get approved to use it.

Please pay close attention to what I’m about to say now...
( IF YOU HAVE A COLLEGE DEGREE, DO NOT COME IN WORKING HERE AS A CUSTOMER SERVICE REP) you will never move up from this role... once your in this role.. the highest role you can get realistically is customer service on floor supervisor... on floor supervisors make about 2-3$ more and the workload is EVEN MORE TERRIBLE.

RUN AWAY FROM THIS JOB.

Top Job Titles	Average Salary
Client manager 21 salaries reported	$69,500 per year
Customer service representative 20 salaries reported	$16.63 per hour
Client specialist 3 salaries reported	$46,833 per year
Customer support representative 3 salaries reported	$16.68 per hour
Workday consultant 4 salaries reported	$98,750 per year

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