Participant Benefits Services Specialist

Conduent•Remote, AK

14h•Remote

About The Position

Conduent is seeking a Participant Benefits Services Specialist to provide professional support to participants with questions about their benefits and plan provisions. This is a full-time, fully remote work-from-home role. The specialist primarily assists participants through inbound telephone calls, with occasional outbound calls, helping them understand plan provisions, answer questions, complete transactions, explain forms, and navigate the process. Call volume is described as relatively minimal compared with traditional high-volume call center environments, allowing the specialist to focus on accurate, thoughtful, and professional support. Comprehensive virtual training is provided and is expected to last approximately 7–8 weeks. Scheduled work hours will fall between 8:00 AM and 10:00 PM, with Monday through Friday availability expected. Applicants must reside in an eligible hiring location; the employer lists several states and metro areas where it is not currently hiring, and geographic eligibility may change. Work-from-home requirements include download speed of at least 25 Mbps, upload speed of at least 5 Mbps, ping of 175 ms or less, the ability to connect to a modem/router by Ethernet, and reliable home internet. The estimated pay rate is $16 per hour, which may be below some state minimum wages. Depending on business need, the position may be eligible for a bonus or incentive. Conduent states that employees receive a variety of benefits, including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off or vacation and/or sick time.

Requirements

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.
Pass an internet speed test with download speed of at least 25 Mbps, upload speed of at least 5 Mbps, and ping of 175 ms or less.
Ability to connect to a modem/router using an Ethernet cable and maintain a reliable home internet connection.
Reside in an eligible hiring location.
Be available Monday through Friday, with scheduled hours falling between 8:00 AM and 10:00 PM.

Nice To Haves

Experience with defined benefit pension plans.
Previous benefits administration experience.
Previous customer service or call center experience.
Experience supporting retirement, pension, or employee benefit programs.

Responsibilities

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 applicable company, client, privacy, and security policies and standards.
Perform other duties as assigned.