Benefits Call Center Representative
About The Position
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. Benefits Call Center Representative Hybrid – Chesapeake, VA Training Schedule: Monday – Friday 9am-5:30pm EST Production Schedule: must be available for a shift between 9am-8pm EST Do you thrive in delivering exceptional, high-touch customer experiences while solving complex issues with precision and care? Are you detail-oriented, professional, and motivated to make a meaningful impact? If so, Conduent invites you to apply for the Benefits Call Center Representative role. As a Benefits Call Center Representative, you’ll be part of a supportive, high-performing culture that values excellence, accountability, and individual contributions. In this role, you’ll provide elevated service to our members and make a real impact on their benefits experience.
Requirements
- Previous customer service and/or call center experience
- Strong written and verbal communication skills
- Great problem-solving skills
- Ability to multitask
- Must be able to successfully complete a background check
- Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175)
- Must have the ability to connect with an ethernet cable to a modem/router
Responsibilities
- Handle inbound and outbound calls related to Health and Welfare benefits, including medical, dental, vision, and other benefit programs
- Manage complex cases requiring research, follow-up, and coordination across departments
- Maintain detailed and accurate case documentation in internal systems
- Ensure timely resolution of customer issues while meeting service level agreements (SLAs)
- Serve as the primary point of contact for escalated calls and unresolved customer concerns
- De-escalate sensitive situations with professionalism and empathy
- Analyze root causes of issues and implement appropriate solutions
- Partner with leadership when necessary to resolve high-impact or recurring issues
- Act as a resource for team members regarding policies, procedures, and systems related to benefits administration
- Stay up to date on regulatory requirements, company guidelines, and client-specific processes
- Assist in training and onboarding new representatives
- Meet or exceed key performance indicators (KPIs), including call quality, resolution time, and customer satisfaction
- Identify trends in customer inquiries and provide feedback for process improvement
- Support quality assurance initiatives and continuous improvement efforts
Benefits
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
