Senior Customer Service Representative

Job Description

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

 

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.


Job Description

• Improves participant decision-making process by advising participants on plan provisions in two or more of the following areas: health and welfare plans, retirement plans, employee development, payroll and other HR programs.

• Responds to complex client specific inquiries through multi-channel, i.e. including telephone, web correspondence and mail.

• May review images of paperwork from plan participants, to determine eligibility for request and submit electronic transactions according to client and client/ specific rules and IRS regulations and guidelines.

• Completes transaction(s) related to the customer’s inquiry with limited supervision while meeting timeliness and accuracy standards.

• Adheres to center metrics and guidelines within established procedures.

• Assists lower tiered employees by answering questions or taking escalated calls with guidance.

• Advocates for participants to coordinate benefits, services and payments with outside providers and vendors (white glove service).

• Explains the appropriate participant forms and provides guidance on completion.


Closing

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.