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 www.conduent.com.

As Service Desk Agent you will provide support to the business operations and suppliers by answering their queries raised via e-mail or phone.

Main responsibilities:

• Timely and professional response (both: in English and your language) on queries regarding Accounts Payable raised to Service Desk
• via e-mail - using CRM application (Right Now)
• via phone - from 9am to 4pm; (ca. 20% of volume)
• via other channels (web, post)
• Direct phone contacts with vendors and employees from client entities within agreed opening timeframes
• Registering the queries raised via phone/other channels in CRM application
• Active troubleshooting to identify the issue root causes, and based on that:
• proper ticket categorization and tracking
• redirecting to proper Backoffice contacts (includes translating local queries into English)
• Cooperation with back office teams and Clients’ business units to solve the query
• Facilitate communication between Conduent, client contacts and requestor
• Ensure client satisfaction and operational results (SLA’s) by:
• providing accurate and complete information within agreed timings
• ensuring effective communication between all parties involved
• client-oriented and professional communication

Others:

• Building a positive working relationship within the team and with external customer representatives
• Active backup and support for team members (incl. process trainings, replying to the queries raised in different languages using standard texts available, support other AP processes when needed)
• Working as part of a team, to share knowledge and work together to increase performance standards
• Active participation in team meetings and improvement projects.
• Ensure process documentation quality and completeness.
• Internal/external reports preparation when required.
• Completing other tasks delegated by the supervisor or team leader
• Following work standards and rules defined by Conduent and the Client
• Participation in various projects and active looking for process improvements.

Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

1-10

• Adaptable 9
• Detail-Oriented 9
• Multi-Tasker 8
• Strategic 10
• Expressive Presenter 6
• Conceptual 4

• Healthcare
• Maintaining a work/life balance is the key to success.
• Department learning opportunities and company-wide digital knowledge share.
• Competitive salaries.
• Additional resources to support employees with families.
• Conduent offers programs to help advance the careers of our employees.