Beneficiary Support Associate

Conduent • Chesapeake, VA

1d • Onsite

About The Position

As a member of the Beneficiary Support Team, the Beneficiary Support Associate supports individuals navigating sensitive life transitions by answering questions, providing reassurance, and explaining available benefit options clearly and compassionately. The role handles a consistent volume of inbound calls from beneficiaries and family members concerning pension, retirement, and health and welfare benefits, and provides accurate, timely resolutions while documenting interactions in multiple systems. The associate may also perform back-office casework, including claims processing, paperwork review, filing, and other administrative tasks. The role requires empathy, communication, professionalism, accuracy, and confidentiality when handling sensitive information.

The position is onsite in Chesapeake, Virginia. Training lasts approximately 8–10 weeks, Monday through Friday, 8:30 AM–5:30 PM EST. The regular schedule is Monday through Friday, 8:30 AM–5:00 PM EST, with weekends off. Some overtime may be required based on business needs. Candidates must commit to the assigned schedule and maintain reliable attendance and punctuality.

Requirements

• Previous customer service and/or call center experience.
• Experience supporting employee benefits, including health and welfare programs.
• Knowledge of pension and retirement benefits, including defined benefit (DB) plans.
• Empathy and emotional intelligence when engaging with others.
• Keyboarding and Microsoft Office proficiency.
• Strong verbal and written communication skills.
• Ability to multitask, stay organized, and solve problems efficiently.
• Professional demeanor and ability to maintain focus in emotionally charged situations.
• High school diploma or GED.
• Successful completion of a background check and drug test, including education and previous employment verification.
• Ability to commit to the assigned schedule and maintain reliable attendance and punctuality.

Responsibilities

• Handle inbound calls from beneficiaries and family members about pension, retirement, and health and welfare benefits.
• Provide compassionate and professional support to people navigating sensitive circumstances.
• Explain benefit information, available options, required documentation, and next steps.
• Research inquiries and provide accurate, timely resolutions.
• Navigate multiple systems to access information and document interactions.
• Perform offline casework, including processing claims, reviewing paperwork, and completing administrative tasks.
• Maintain accuracy and confidentiality when handling sensitive beneficiary information.
• Follow established procedures and meet quality, productivity, and service expectations.

Benefits

• Paid on-the-job training.
• Health benefits for employees and their families, including medical, dental, and vision coverage starting on day one.
• Paid time off (PTO).
• Growth and advancement opportunities.
• Weekends off.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays.
• Potential bonus or incentive based on business need.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED