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Customer Care Associate - Jefferson City, Missouri


As a team member in our Customer Care business, you’ll focus on building trust with our clients. Depending on your role, you could be helping customers directly through voice and chat, training tomorrow’s leaders, or leading the way to ensure our centers run more smoothly. At Conduent, we give our employees the opportunity to further develop their interpersonal communication skills and push boundaries of collaborative thinking.

  • Full Time
  • Entry Level Customer Service
  • Benefits Included

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Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Communicator 9
  • Problem-Solver 9
  • Personable 8
  • Compassionate 7
  • Multi-Tasker 6
  • Creative 5
Traits are on a scale of 1 to 10

Addtional Traits

  • Trustworthy
  • Collaborative
  • Consistent
  • Efficient
  • Independent
  • Organized
  • Team Player

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  • Healthcare

    Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Varying Schedules

  • Collaboration

    Department learning opportunities and company-wide digital knowledge share.

  • Company Discounts

  • Professional Development

    Conduent offers programs to help advance the careers of our employees.

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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 allinsured patientsin 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

Job Description

Req ID: 2019-17357
Locations: Jefferson City, Missouri, United States
Job Type: Full-time regular
Travel: No

The State Level Registry Customer Care Associate III performs business operations services for an assigned account/project.   These services primarily include pre-payment verification and validation but may also include payment (including adjustment) requests, post-payment updates, research and support for inquiries and/or issues.  

The primary responsibility of the Customer Care Associate is to ensure that assigned “transactions” are completed timely and accurately in accordance with approved procedures and in order to meet service level agreements (SLAs).   The Customer Care Associate is also responsible for record keeping of work and ensuring work is completed timely and accurately in order to support reporting requirements of the assigned account/project and of SLR Operations in general.  The Customer Care Associate may be asked to contribute to the development and maintenance of documentation used in SLR Operations, such as procedure manuals.

The Customer Care Associate may report to the SLR Operations Manager, a Supervisor, or the SLR Account Manager of the assigned account/project assignment.   The Customer Care Associate is expected to exhibit transparency, honesty, and open lines of communication with these personnel and other members of the assigned account/project team.   

Position objectives:

  • To process primary transactions -- pre-payment verification and validation of attestations -- timely and accurately in accordance with approved procedures. 
  • To conduct other transactions – payment (adjustment requests), post-payment updates, research and support for inquires and/or issues – timeline and accurately in accordance with approved procedures.
  • To minimally meet established SLAs or assigned targets.
  • To ensure record keeping of work is timely and complete in order to support reporting requirements of the assigned account/project and of SLR Operations in general.
  • To contribute to the development and maintenance of documentation used in SLR Operations, such as procedure manuals.
  • Ascertains the nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.
  • Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed.
  • Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs.
  • Provides customer with appropriate customized information requested
  • Derives all necessary information from customer to update database
  • Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers
  • Responsible for the end-to-end resolution of the customer issue which might include the inbound transaction, follow-up calls and final closure statement.


       70% -- Conducting pre-payment verification and validation activities in accordance with approved procedures

       20% -- Conducting other tasks and activities to fulfill business operations services, such as payment (adjustment) requests, post-payment updates, research and support for inquires and/or issues.

        5% -- Reporting and communicating status and issues

        5% -- Other duties as assigned and needed

Required Skills:

  • HS Diploma or GED required; College Degree preferred
  • 2 years of work experience in operations or production setting
  • Proficiency using Microsoft Office products - Word, Excel, PowerPoint and Internet Explorer and other websites and systems


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.


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  • Customer Support & Administration, Jefferson City, Missouri, United StatesRemove