Benefits Administration Services Associate III

6 months ago

Hyderabad, India Conduent Business Services Full time

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 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

  • Expanded 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

  • 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 provide 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

  • Improves participant decision-making process by advising participants on plan provisions.
  • Responds to client-specific inquiries, including telephone and web correspondence.
  • Completes transactions related to customer inquiries with limited supervision.
  • Meets timeliness and accuracy standards.
  • Documents calls by creating detailed notes in the case management system.
  • Completes callbacks in a timely manner and escalates as appropriate.
  • Adheres to call center metrics and guidelines within established procedures.
  • Assists junior employees by answering questions or taking escalated calls with guidance.
  • Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors.
  • Explains the appropriate participant forms and provides guidance on completion.
  • Performs other duties as assigned.
  • Complies with all policies and standards.

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