Benefits Administration Services Associate II

About Conduent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Role Overview: Benefits Administration Services Associate II

As a Benefits Administration Services Associate II, you will play a crucial role in improving participant decision-making by advising on plan provisions and responding to client-specific inquiries. This includes handling telephone and web correspondence and completing transactions with limited supervision. You will be responsible for meeting high standards of timeliness and accuracy, documenting all interactions in the case management system, and managing callbacks effectively. Adherence to call center metrics and established procedures is essential, as is providing clear guidance on participant forms. You will also perform other assigned duties and ensure compliance with all company policies and standards.

Key Responsibilities

• Improves participant decision-making process by advising participants on plan provisions.
• Responds to client-specific inquiries, including telephone and web correspondence.
• Completes transactions related to customer inquiries with limited supervision.
• Meets timeliness and accuracy standards.
• Documents calls by creating detailed notes in the case management system.
• Completes callbacks in a timely manner and escalates as appropriate.
• Adheres to call center metrics and guidelines within established procedures.
• Explains the appropriate participant forms and provides guidance on completion.
• Performs other duties as assigned.
• Complies with all policies and standards.

Equal Opportunity Employer

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.

Reasonable Accommodation for US Applicants

For US applicants: 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 a downloadable form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. Conduent's ADAAA Accommodation Policy is also accessible online.

Key skills/competency

• Benefits Administration
• Customer Service
• Call Center Operations
• Case Management
• Data Entry
• Problem Solving
• Communication Skills
• Attention to Detail
• Compliance Adherence
• Plan Provisions