Conduent Analyst I, Customer Care in Cary, North Carolina

Analyst I, Customer Care

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

Purpose:

  • Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.

Scope:

General:

  • Builds knowledge of the organization, processes and customers

  • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

  • Receives a moderate level of guidance and direction

  • Moderate decision making authority guided by policies, procedures, and business operations protocol

Primary Responsibilities:

  • Responsible for the timely reporting, escalation and resolution of day-to-day operational problems

  • Coordinates Call Center Operations service delivery activities with assigned internal clients

  • Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity

  • Develops and recommends quantitative measures and performance metrics

  • Manages ad hoc technical projects requested by assigned internal client

  • All other duties as assigned

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 clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Customer Care

Primary Location United States-North Carolina-Cary

Organization Financial Service Healthcare

Unposting Date Ongoing

Req ID: 18031316