About this role
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Track Description:
• Performs business support or technical work, using data organizing and coordination skills. • Performs tasks based on established procedures. • In some areas, requires vocational training, certifications, licensures, or equivalent experience.
General Profile
Proficient in a range of operational processes through prior job-related experiences and training.
Completes assignments and guides the work of peers and other team members.
May work cross-functionally, in different areas when necessary.
• Proposes improvements to processes and methods. • Works within established procedures and practices.
Functional Knowledge
• Has developed skillset in a range of processes, procedures, and systems • Acts as a technical expert in an area.
Business Expertise
• Understanding of how teams integrate and work best together to support the achievement of company goals
Impact
• Impacts own team and other teams whose work activities are closely • Impacts the end-user for a more efficient and pleasant experience.
Leadership
• Serves as a team head and may allocate work. • May give subject matter guidance to junior team members.
Problem Solving
• Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
• Exchanges ideas and information effectively.
Warm and patient demeaner, showing empathy and understanding to the end user.
Responsibility Statements
• Provides customers with information that is specialized and communicated in warm empathetic manner. • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. • Identifies customer needs by referring to case notes, examining each as a specific case • Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office. • Provides customers with information that is specialized and communicated in warm empathetic manner. • Gathers all necessary information to update the database • Explains company policies to customers as required • Guides end-to-end resolution of customer issues, seamlessly and efficiently • Supports and mentors less experienced team members • Performs other duties as assigned • Complies with all policies and standards