Conduent Benefits, Associate II in Tempe, Arizona
Benefits, Associate II
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 www.conduent.com, www.news.conduent.com, www.realbusiness.com or www.conduent.com/businessservices .
Full Time Permanent Benefits Associate II
Do you enjoy helping others? We want to hear from you!
Currently, we are seeking excellent Benefits Associate II to join our team at 2900 S. Diablo Way, Building C, Suite 161, Tempe, AZ 85282. This position is a call center position assisting people with inquiries regarding their Health and Welfare benefits. Ideal candidate is someone who is dependable, analytical, adheres to company/call center policies, researches information before going to the Technical Analyst for assistance, ability to communicate professionally with each client interaction & diffuse irate callers, timely manage his/her workbox, and adheres to assigned schedule and established departmental metrics (ACW, Unscheduled Aux time, etc.); can sit for periods of time. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
- Shifts will be scheduled during our normal business operating hours anytime between 5:30 AM – 6:00 PM Monday – Friday (No Weekends). Applicants must have open availability to work any hours scheduled during operating hours!
As a Benefits Associate II 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.
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.
Recommend products that best suit the customer.
Ability to read and interpret documents.
Performing data entry
Reviewing incoming forms for completion and accuracy; taking appropriate corrective action
Process participant events and transactions
Processing cyclical deliverables
Producing standards reports
Performing project work
Establishing, updating and closing cases in the Contact Management System
Reviewing edit reports; taking corrective action when necessary
Identifying, researching and resolving data discrepancies
Contacting third parties to resolve participant issues (e.g. eligibility, stop payment/reissue)
Performing user acceptance testing (e.g. client specific systems)
Using database to document issues and provide status updates
Reconciling pension payments and/or H&W deductions
Reviewing test plans and/or control groups
Performing end user testing of new systems releases
Developing and maintaining checklists, procedures and plan documentation
Verifying accuracy of participant events and transactions
Leading project work
Quality reviewing work prior to peer review
Adhering to standard time reporting practices (e.g. timesheets, billing code use)
Performing peer reviews
Training other team members
Participating on work groups to develop new approaches to work, products and services
Successful candidate for this position will have:
Must have at least 5 years of Call Center experience.
Maintain a positive environment, working with co-workers and customers within a diverse culture.
Ability to type 25 WPM
The ability to relate to customers in a professional and courteous manner.
The ability to work in a team environment.
Using a computerized system, responds to customer inquiries in a Service Center environment.
Gathers information, researches/resolves inquiries and logs customer calls.
Communicates appropriate options for resolution in a timely manner.
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.
Responds to telephone inquiries and complaints using standard scripts and procedures.
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.
Use “Click-to-Chat Writer” to communicate effectively and professionally to clients about their benefits.
Experience working with MS Excel, MS Word, Outlook, Citrix, Benefits Web for client and PASS.
Must have excellent computer and communication skills.
Must be comfortable being able to multitask and solve customer problems.
Must pass drug test and state, federal and criminal background check.
High School/GED REQUIRED.
All other duties as assigned.
Preferred experience with Health & Welfare Benefits and 401K pensions.
Minimum of a 4 year degree or equivalent work experience.
Previous experience with PeopleSoft preferred.
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 email@example.com at mailto:firstname.lastname@example.org .
Primary Location United States-Arizona-Tempe
Organization Consumer and Industrials
Unposting Date Ongoing
Req ID: 18015772