[Hiring] Participant Benefits Services Specialist @Conduent

Role Description

Conduent is seeking a Participant Benefits Services Specialist to provide professional support to participants with questions related to their benefits and plan provisions. In this fully remote position, you will primarily assist participants through inbound telephone calls, with some outbound calls as needed. You will help participants understand their plan provisions, answer questions, complete transactions, explain applicable forms, and provide guidance throughout the process. This role is a great opportunity for someone who enjoys helping people, communicating clearly, and finding solutions while working within established procedures.

With relatively minimal call volume compared with traditional high-volume call center environments, you will have the opportunity to focus on providing accurate, thoughtful, and professional support to participants.

What you’ll do:

• Assist participants with questions regarding their benefits and applicable plan provisions.
• Provide clear and accurate information to help participants understand their available options.
• Respond to participant inquiries through inbound telephone calls and occasional outbound calls.
• Complete transactions related to participant inquiries with limited supervision.
• Research participant questions and provide accurate information while following established procedures.
• Explain appropriate participant forms and provide guidance on how to complete them.
• Complete callbacks in a timely manner and escalate issues as appropriate.
• Document participant interactions by creating detailed and accurate notes in the case management system.
• Meet established timeliness and accuracy standards.
• Follow applicable call center metrics, procedures, and guidelines.
• Adapt to client-specific processes and requirements when supporting participants.
• Maintain confidentiality and protect sensitive participant and client information.
• Follow all applicable company, client, privacy, and security policies and standards.
• Perform other duties as assigned.

Qualifications

• Strong verbal and written communication skills.
• Excellent listening and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to explain information clearly and professionally.
• Ability to understand participant questions and provide appropriate guidance.
• Basic computer skills and the ability to learn new systems and processes.
• Strong organizational and time-management skills.
• Ability to work independently in a remote environment.
• Ability to follow detailed procedures and client-specific guidelines.
• Ability to remain professional, patient, and solution-focused when assisting participants who may be frustrated or irritated.
• Ability to meet established quality, accuracy, productivity, and timeliness expectations.
• Reliable attendance and punctuality.

Requirements

• Must pass an internet speed test with download speed equal to or greater than 25 Mbps.
• Must have upload speed equal to or greater than 5 Mbps.
• Ping must be equal to or less than 175 ms.
• Must have the ability to connect with an Ethernet cable to a modem/router.
• A reliable home internet connection is required to perform the responsibilities of this position.

Benefits

• Work completely from home.
• Receive comprehensive virtual training.
• Develop valuable benefits administration and participant support experience.
• Build communication and problem-solving skills.
• Gain experience supporting participants with benefits and plan-related questions.
• Develop knowledge of benefits and pension plan processes.
• Work in a role with relatively minimal call volume.