Customer Experience Associate III - Healthcare Insurance

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

Expands skills within an analytical or operational process.

Maintains appropriate licenses, training, and certifications.

Applies experience and skills to complete assigned work.

Works within established procedures and practices.

Establishes the appropriate approach for new assignments.

Works with a limited degree of supervision.

Functional Knowledge

Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

Supports to achieve company goals by helping teams to integrate and work together.

Impact

Impacts a team through quality of the services provided and information shared.

Uses discretion to modify work practices and processes to achieve results or improve efficiency.

Leadership

May give informal guidance to junior team members.

Problem Solving

Ability to problem solve, self-guided.

Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

Exchanges information and ideas effectively.

Responsibility Statements

Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

Identifies customer needs by referring to case notes and examining each as a specific case.

Performs routine call center activities concerning business products and services.

Uses standard scripts and established guidelines while under supervision, to meet SLAs.

Provides customers with information that is specialized.

Communicates in a warm and empathetic manner.

Gathers all necessary information to update the database.

Escalates issues to senior levels, based on complaints or concerns.

Explains company policies to customers.

Responsible for the end-to-end resolution of customer issues.

Performs other duties as assigned.

Complies with all policies and standards.

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 submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.