Remote Benefits Customer Service Representative

Conduent Human Resource Services, LLC•, Remote US

5d•Remote

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. Are you a strong communicator who enjoys helping people and solving problems? We are looking for a Benefits Customer Service Representative to join our remote call center team. In this role, you will assist participants with questions related to retirement and pension benefits, research account information, process requests, update participant records, and provide professional and courteous customer service. The ideal candidate is comfortable working in a high-volume call center environment, can multitask effectively, and is willing to learn complex benefits information and systems.

Requirements

Previous call center experience, preferably in a high-volume or back-to-back call environment.
Clear and professional communication skills.
Strong problem-solving skills.
Basic computer skills and the ability to navigate multiple systems.
Must be 18 years old.
High school diploma or GED.
Must pass criminal 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

Answer incoming calls from participants regarding retirement and pension benefits in a professional and courteous manner.
Assist participants with retirement package requests, including explaining available options and required documentation.
Update participant records, including changes of address and other personal information, while ensuring accuracy and compliance.
Research and resolve participant inquiries by reviewing account details, plan provisions, and system records.
Explain benefits information clearly and accurately to participants.
Document all calls, actions taken, and resolutions accurately in the appropriate systems.
Navigate multiple systems and applications while assisting participants.
Meet established performance metrics, including quality, adherence, and productivity standards.
Escalate complex or unresolved issues to the appropriate department when necessary.
Follow established policies, procedures, and guidelines while protecting confidential participant information.