Conduent Benefits, Associate IV in Cary, North Carolina

Benefits, Associate IV


Conduent is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Conduent offers business process outsourcing, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Conduent supplies for graphic communication and office printing environments of any size. Conduent serves clients in more than 160 countries. For more information, visit,, or .

Perm Full Time Benefits Associate IV

Do you enjoy helping others? We want to hear from you!

Currently, we are seeking a superior Benefits Associate IV to join our team at 1200 Crescent Green, Suite 200, Cary, NC 27511 . This position is an administrative support position assisting people with inquiries regarding their Health and Welfare and Pension benefits. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Job Specifics:

  • This is a Permanent Full Time Position supporting a Benefits Service Center.

  • Shifts will be scheduled during our normal business operating hours anytime between 9:00 AM – 6:00 PM Monday – Friday (No Weekends) .

  • Applicants REQUIRED to have FULL FLEXIBILITY TO WORK any shift between hours of operation.

Job Description:

As a Benefits Associate IV working in a call center environment, you will be working to support customers with their medical benefits accounts.

Your responsibilities will include, but are not limited to the following:

  • Ability to navigate through multiple computer applications with speed and accuracy.

  • Ability to work with customers to resolve inquiries.

  • Provide troubleshooting assistance to customers.

  • Handles incoming and outbound calls processing death and death related information.

  • Strong sense of empathy working with survivors and handlers through process when death benefits apply.

  • Prior Defined Benefits, Health & Welfare and/or other benefits administration experience REQUIRED.

  • Work on Special Projects as assigned.

  • Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

  • Maintain a high level of world class customer service/professionalism to a wide range of customers.

  • Ability to read and interpret documents.

  • Has developed expertise in a variety of work processes through job-related training.

  • Generates new and innovative solutions to complex problems, and proposes improvements to processes.

Works autonomously within established procedures and practices.

  • Typically acts as a lead or expert with considerable on-the-job experience.

Provides administrative support in one or more specialized functions of Benefits Administration. Performs one or more of the following duties:

Health and Welfare:

  • Responsible for the day-to-day service and administration of benefit plans for assigned clients using established procedures and detailed instructions.

  • Improves participant decision-making process by having a complete knowledge of the clients health and welfare employee benefit plans including but not limited to medical, dental, prescription plan, life insurance, AD&D, and LTD enrollments and changes; COBRA process, as well as the cost of associated premiums.

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

  • Assists participants with portal navigation.

Defined Benefit / Defined Contribution:

  • Process various types of calculations, meeting timeliness and accuracy standards.

  • Interpret plan rules to ensure compliance with plan document.

  • Analyze transactions to ensure proper quality standards as required by each specific client.

  • Contact participants to explain calculations or resolve participant/client related issues.

  • Review incoming forms for completion and accuracy; take appropriate corrective action.

  • Assists Participants with Portal Navigation.

  • Other duties as assigned.


Successful candidate for this position will have:

  • Must have at least 4-5 years of Call Center experience.

  • Knowledge of Health Benefits, Pension Benefits and 401K benefits preferred.

  • Maintain a positive environment, working with co-workers and customers within a diverse culture.

  • Proficient in Kforce, Seibel, Microsoft Word, Excel, Project, PowerPoint, and Internet for use of Dashboards and Case Management tools (Contact workspace, PASS etc.).

  • The ability to relate to customers in a professional and courteous manner.

  • The ability to work in a team environment.

  • High School Diploma/GED required but BA/BS PREFERRED

  • Must be able to type at least 35 words per minute.

  • Excellent oral and written communication.

  • The ability to work autonomously, with little direct managerial supervision.

  • Organizational and time management skills with the ability to handle multiple tasks simultaneously.

  • Strong computer skills to include Windows, Microsoft Office, and Internet Explorer.

  • Able to multi-task in a computerized system, responding to customer inquiries in a call center environment.

  • Responds to telephone inquiries and complaints using standard scripts and procedures.

  • Gathers information, researches/resolves inquiries and logs customer calls.

  • Informs customers about services available and assesses customer needs.

  • Provides functional guidance, training and assistance to lower level staff.

  • Provides assistance, training and troubleshooting support to lower level staff.

  • Schedules work to ensures accurate phone coverage monitors priority of calls and shifts escalated calls to assure resolution to problems.

  • Need to be able to act as a team lead and assist team members with escalation, technically and overall call center support.

  • Prepares standard reports to track workload, response time and quality of input.

  • Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

  • All other duties as assigned.

Preferred Skills:

  • English/Spanish 100% bi-lingual a plus.

  • Payroll/HR experience is preferred. Workday Experience would be a plus as well.

  • Previous experience with Business writing is preferred.

  • Must be at least 18 years of age or older.

If this describes you, then apply online today!

Conduent Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services, LLC may request such accommodation(s) by sending an e-mail to at .

Job Benefits

Primary Location United States-North Carolina-Cary

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18015926