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 Description: Benefits Administration Services Associate II

As a Benefits Administration Services Associate II, you will play a crucial role in enhancing participant understanding and satisfaction by providing expert guidance on plan provisions. You will be responsible for responding to client-specific inquiries received via telephone and web correspondence, ensuring accurate and timely information delivery.

This position requires the completion of transactions related to customer inquiries with limited supervision, adhering strictly to established timeliness and accuracy standards. Detailed documentation of all calls in the case management system is essential, along with timely follow-ups and appropriate escalation when necessary. You will also be expected to consistently meet call center metrics and guidelines, explain participant forms, and guide their completion.

This role offers an opportunity to make a tangible difference, contributing to a supportive culture where individual contributions are recognized and valued. Conduent is committed to an inclusive environment, considering all applicants without discrimination.

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.

Key Skills/Competency

• Benefits Administration
• Customer Service
• Client Interaction
• Case Management Systems
• Call Center Operations
• Data Entry
• Communication Skills
• Problem-Solving
• Compliance Adherence
• Transaction Processing