.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.**Job Description**:**Job Track Description**:- Performs business support or technical work, using data organizing and coordination skills.- Performs tasks based on established procedures.- In some areas, requires vocational training, certifications, licensures, or equivalent experience.**General Profile**- Expands skills within an analytical or operational process.- Maintains appropriate licenses, training, and certifications.- Applies experience and skills to complete assigned work.- Works within established procedures and practices.- Establishes the appropriate approach for new assignments.- Works with a limited degree of supervision.**Functional Knowledge**- Has developed skillset in a range of processes, procedures, and systems.**Business Expertise**- Supports to achieve company goals by helping teams to integrate and work together.**Impact**- Impacts a team through quality of the services provided and information shared.- Uses discretion to modify work practices and processes to achieve results or improve efficiency.**Leadership**- May give informal guidance to junior team members.**Problem Solving**- Ability to problem solve, self-guided.- Evaluates 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 concerning business products and services.- Uses standard scripts and established guidelines while under supervision, to meet SLAs.- Provides customers with information that is specialized.- Communicates in a warm and empathetic manner.- Gathers all necessary information to update the database.- Escalates issues to senior levels, based on complaints or concerns.- Explains company policies to customers.- Responsible for the end-to-end resolution of customer issues.- Performs other duties as assigned.- Complies with all policies and standards
