Job Track Description:
Performs business support or technical work, using data organizing and coordination skills.Performs tasks ba
sed on established procedures.In some areas, requires vocatio
nal training, certifications, licensures, or equivalent experience.
General Profile
Expands skills within an analytical or operatio
nal process.Maintains appropriate licenses, training, and certifications.Applies experience and skills to complete assigned work.Works within established procedures and practices.Works with a moderate degree of supervision.
Functional Knowledge
Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
Supports the achievement of company goals by integrating teams for the best outcome.
Impact
Impacts a team through quality of services and information provided.Follows standardized procedures and practices and receives moderate supervision and guidance.
Leadership
Has no supervisory responsibilities.Manages own workload.
Problem Solving
Ability to problem solve, self-guided.e
valuates 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 co
ncerning business products and services.Uses standard s
cripts and established guidelines and under supervision, to meet SLAs.Provides customers with information that is specialized and communicated in a warm empathetic manner.Gathers all necessary information to update the databa
se.Escalates issues to senior levels, ba
sed on complaints or concerns.Explains company policies to customers.Performs other duties as assigned.Complies with all policies and standards.
A Business Process Services PioneerAs one of the original pioneers in business process outsourcing (BPO) and a leader today, Conduent has deep and diversified expertise across a range of industries and business process solutions. We help businesses and governments drive process efficiencies, costs savings and long-term revenue growth. Our understanding of our clients’ operations enables us to provide essential services to millions of people every day. Whether it’s helping to reduce ER visits by 25%, driving 99% customer satisfaction, delivering $150B in child support payments or reducing traffic congestion by 15%, Conduent’s services and solutions positively impact the lives of millions of people every day.