Amazing Opportunity and Great Place to Work! Are you looking for a new opportunity to work in a goal-oriented team? Our story At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” Our Values: Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com About the Role The Delivery Specialist supports client operations by managing leave claims, appeals, escalations, and project tasks. They collaborate with clients, internal teams, and vendors to ensure smooth service delivery. The role requires analytical skills, attention to detail, independence, and a focus on continuous improvement and excellent client service. Responsibilities - Collaborating with client managers and end clients to resolve employee issues and escalations. - Preparing comprehensive appeal packets summarizing case history and documentation. - Using experience and knowledge to maintain all other leaves information while understanding customer relationships and expectations for various assigned accounts. - Providing total claim management, including pay and leave instructions - Obtaining and review updated medical evidence of reason for leave upon receipt. - Reviewing guidelines for eligibility. - Tracking all stand-alone leaves and those running concurrently with FMLA Workers Compensation and Short-Term Disability. - Resolving problems within scope of authority, while bringing others to the attention of their manager. - Providing support to Intake/Customer Service team as needed in the Call Center. - Preparing monthly/quarterly activity reports including the information of case management. (lost days, case managed for management review prior to client delivery Requirements - Have equivalent experience Bachelor in business - Able to learn and apply new skills. - Possess high attention to detail and accuracy. - Possess Verbal and written communication skills. - Able to work independently with minimal supervision. - Possess MS Excel and Word skills. Able to navigate Alight’s proprietary systems and web based tools. - Possess Knowledge of, and experience in, leave of absence processing and customer service functions. - Possess Advanced customer service principles - Possess Knowledge of telephone etiquette. - Able to interact professionally with a diverse group (executives, managers, legal, and subject matter experts). - Able to prioritize work continually and produce a significant volume of work efficiently within performance standards. Alight requires all virtual interviews to be conducted on video. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row. 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 several voluntary benefit options. By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Our commitment to 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. At Alight, 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. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is 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, disabled persons, disabled veterans and other covered veterans. Alight provides 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 their recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Note, this job description does not restrict 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. #LI-Remote P&Tjobs 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. 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.

• Provide Tier 2 platform support, including troubleshooting access, configuration, and messaging workflow issues • Triage incoming requests and incidents, escalating technical problems to engineering teams as needed • Support Agile delivery teams by tracking tickets, documenting resolutions, and assisting with release readiness activities • Maintain clear documentation, FAQs, and runbooks to improve support efficiency and user experience • Assist with platform administration tasks such as user onboarding, permissions updates, and environment checks • Collaborate with product owners and stakeholders to clarify support needs and identify recurring issues

• Respond to incoming customer calls, addressing their questions and providing service • Manage and respond to all customer inquiries, fulfilling requests, and offering comprehensive education on our products and services • Deliver high-quality support by handling tasks related to payment processing, creating payment plans, and addressing other account-related matters to enhance the overall customer experience • Uphold exceptional customer service standards through articulate and effective verbal and written communication • Keep customer accounts meticulously updated with accurate information

• Answer incoming customer contacts (calls, chats, emails) in a professional manner • Respond to customer inquiries through multiple channels • Research and troubleshoot problems and provide resolutions • Provide customers with product and service information • Identify and escalate priority issues • Follow-up with customers, when necessary • Document customer contacts, as required • Develop a thorough understanding of Academy policies, procedures, and safety rules