Experience Inc. Jobs

Job Information

Conduent Customer Experience Associate III - Healthcare Insurance in Pasay City, Philippines

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

  • Expands 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

  • Has 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 give informal 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

  • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

  • Identifies customer needs by referring to case notes and examining each as a specific case.

  • Performs routine call center activities concerning business products and services.

  • Uses standard scripts and established guidelines while under supervision, to meet SLAs.

  • Provides customers with information that is specialized.

  • Communicates in a warm and empathetic manner.

  • Gathers all necessary information to update the database.

  • Escalates issues to senior levels, based on complaints or concerns.

  • Explains company policies to customers.

  • Responsible for the end-to-end resolution of customer issues.

  • Performs other duties as assigned.

  • Complies with all policies and standards.

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