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Customer Care Representatives (Montego Bay, St. James) - Conduent

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We are seeking qualified people to create a memorable experience for our customers by answering their calls in an efficient, courteous, and accurate manner while meeting compliance requirements.

We are expanding our operations and we are in need of:

Project Based Open Enrollment/Affordable Care Act Customer Service Representatives (CSRs)

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation,analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning –Conduent manages and modernizes these interactions to create value for both our clients and their 
constituents. Learn more at Conduent.com

Customer Care Representatives performs the following duties:

• Answer and respond to incoming calls from employees and former employees.
• Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner
• Perform, track and log all transactions performed related to Human Resources and/or Benefits processes. 
• Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
• Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues.
• Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations.
• Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
• Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume.
• Flexibility to support peak volume events throughout the year.
• Attend all departmental meetings and training classes as required.
• Works under close supervision
• Follow established procedures on routine work, requires instructions only on new assignments.
• Respond to customer inquiries via email from the “Contact Us” feature (as defined by client team)
• Proven ability to work independently in a team setting using established processes.  Instructions required on new assignments only.
• Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood.
• Ability to handle multiple tasks and prioritize while working in fast paced call center environment
• Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience
• All other duties as assigned.

Ideal Candidates should possess the following skills/experience:

• At least 4 CXCs including English Language
• At least 6 months Call Center or Customer Service Experience
• Flexibility to work any 8 hour shift between 7 am – 9 pm including weekends and holidays
• Basic computer and internet knowledge and be able to type 25 wpm
• Excellent customer service and communication skills (verbal & written)
• Excellent listening skills
• Adaptable and able to manage change while maintaining a positive attitude

Applicants must be at least 18 years of age, possess valid Photo ID, TRN, NIS, Original and Photocopy of Proof of Qualifications, Birth Certificate. Applicants must have a clean Police record(company-paid) and may be subject to drug screen.

Email applications to:  conduentjobsja@conduent.com

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