• Job Description

  Req#: 300003148631372
  Job Description
  
  Benefits Call Center Representative
  
  Hybrid - Chesapeake, VA
  
  Training Schedule: Monday - Friday 9am-5:30pm EST
  
  Production Schedule: must be available for a shift between 9am-8pm EST
  
  Do you thrive in delivering exceptional, high-touch customer experiences while solving complex issues with precision and care? Are you detail-oriented, professional, and motivated to make a meaningful impact? If so, Conduent invites you to apply for the Benefits Call Center Representative role.
  
  As a Benefits Call Center Representative, you'll be part of a supportive, high-performing culture that values excellence, accountability, and individual contributions. In this role, you'll provide elevated service to our members and make a real impact on their benefits experience.
  
  Job Responsibilities:
  
  Customer Support & Case
  • Handle inbound and outbound calls related to Health and Welfare benefits, including medical, dental, vision, and other benefit programs
  • Manage complex cases requiring research, follow-up, and coordination across departments
  • Maintain detailed and accurate case documentation in internal systems
  • Ensure timely resolution of customer issues while meeting service level agreements (SLAs)
  
  Escalation Handling
  • Serve as the primary point of contact for escalated calls and unresolved customer concerns
  • De-escalate sensitive situations with professionalism and empathy
  • Analyze root causes of issues and implement appropriate solutions
  • Partner with leadership when necessary to resolve high-impact or recurring issues
  
  Subject Matter Expertise
  • Act as a resource for team members regarding policies, procedures, and systems related to benefits administration
  • Stay up to date on regulatory requirements, company guidelines, and client-specific processes
  • Assist in training and onboarding new representatives
  
  Quality & Performance
  • Meet or exceed key performance indicators (KPIs), including call quality, resolution time, and customer satisfaction
  • Identify trends in customer inquiries and provide feedback for process improvement
  • Support quality assurance initiatives and continuous improvement efforts
  
  Requirements :
  
  • Previous customer service and/or call center experience
  • Strong written and verbal communication skills
  • Great problem-solving skills
  • Ability to multitask
  • Must be able to successfully complete a 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
  • We are currently NOT hiring in the following geographies, including but not limited to:
  
  States: AK, AZ, CA, CT, CO, HI, IL, MA, MD, ME, MO, MT, NE, NJ, NY, RI, OR, VT, WA.
  Metro Areas: Minneapolis - MN, Washington, DC, Denver - CO, Boulder - CO, Edgewater - CO, Flagstaff - AZ.
  
  Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.
  
  Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $40,320-$50,400.
  
  About Us
  
  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.
  
  About the Team
  
  Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
  
  For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

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