Conduent HR Services, LLC

Role Description You will be the initial point of contact for inquiries from potential and existing members with regards to their health and other financial benefits. - Support retirees and current employees with pension plan inquiries, enrollment, and processing payouts. - Combine phone-based administrative support and customer service. - Assist members by navigating multiple systems to provide accurate benefits information. - Periodically provide support through outbound calls. - Accurately document enrollment requests, status changes, complaints, and grievances. - Enter application and enrollment information into a web-based computer system for customers as needed. - Maintain technical and program policy proficiency within client rules/guidelines and other related program policies. - Provide clear, complete, accurate, and objective information based on a full understanding of program requirements. Qualifications - High School Diploma/GED - Must be 18 years of age. - Ability to successfully pass a criminal background check. - Previous customer service and/or call center experience. - Previous experience and knowledge of pension plans or DB skill set is ideal. - Proficiency with MS Office and keyboarding. - 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. - Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers. - Ability to solve problems through analysis and ongoing feedback. - Achieving results through knowledge, empathy, and commitment. - Ability to work with people of diverse backgrounds. Requirements - 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. - We are currently NOT hiring in the following geographies, included but not limited to: - States: AK, CA, CT, HI, MA, IL, MT & NY - Metro Areas: MN – Minneapolis, IL – Chicago, NY – New York City, OR - Portland, MD - Montgomery County, WA - Seattle, Washington, DC Benefits - Paid Training and equipment provided. - Full-time schedule (40 hrs. a week). - Career Growth Opportunities. - Benefits available to you DAY 1.

Role Description As the Senior Manager, Benefits Administration Services – Defined Benefit, you will play a critical role in managing and growing the retirement space portfolio while ensuring exceptional service delivery and client satisfaction. This role focuses on operational excellence, client relationship management, and continuous improvement across defined benefit administration services. - Manage a large market defined benefit administration, with a strong focus on client satisfaction, retention, and growth. - Partner with clients and leadership to help define business strategy, service models, and operational priorities. - Ensure business units consistently meet SLAs, performance metrics, and service delivery standards. - Lead initiatives focused on process improvement, operational efficiencies, and system enhancements within defined benefit administration. - Oversee accurate documentation of client requirements, plan provisions, and operational details to support effective account management. - Collaborate with internal and external stakeholders to maintain strong partnerships and high levels of client satisfaction. - Develop and review performance reports, KPIs, and operational metrics to support data-driven decision-making. - Ensure compliance with organizational policies, regulatory requirements, and client contractual obligations. - Lead the planning, implementation, and execution of business continuity plans (BCP) for defined benefit operations. Qualifications - Bachelor’s degree or equivalent relevant experience. - 10+ years of client-facing or client support experience, within defined benefit or pension administration. - Experience managing teams within BPO and/or call center environments supporting benefits administration. - Strong background in defined benefit, including operational oversight and client management. - Advanced proficiency in MS Office, with strong Excel skills. Benefits - Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one. - Retirement Savings: Robust programs to help you secure your financial future. - Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more. - Career Growth Opportunities: Paths for advancement within a global organization. - Paid Training: Learn while you earn with award-winning learning platforms. - Paid Time Off: Competitive PTO packages to help you recharge. - Great Work Environment: Join an award-winning culture that values diversity and inclusion.

Role Description The Supervisor, Benefits Administration Services - Beneficiary Support Team will support frontline service teams by providing leadership, guidance, coaching, and operational oversight for customer support representatives handling benefits-related inquiries and escalations. This role is responsible for driving team performance, monitoring daily operations, supporting escalated member needs, and ensuring a high-quality customer experience across multiple communication channels. Responsibilities - Providing real-time support to frontline agents through chat, email, phone, and other communication channels - Supporting escalated or high-touch member issues requiring additional assistance beyond frontline support - Reviewing and assigning callbacks to ensure timely completion and resolution - Monitoring case activity, dashboards, repeat caller trends, and escalation activity while reporting findings to leadership - Reviewing open escalations and collaborating with leadership teams on resolution plans - Monitoring call queues and reallocating resources as needed to maintain service levels and low wait times - Managing shared inbox communications and responding where appropriate - Coaching and engaging employees through chat, email, phone, and side-by-side support - Monitoring attendance and addressing staffing concerns in partnership with leadership - Facilitating coaching sessions and supporting employee development initiatives - Reviewing team performance metrics including attendance, adherence, productivity, call performance, and quality results - Leading team huddles and operational meetings to discuss performance, updates, and service improvements - Participating in operational collaboration meetings regarding active cases and escalations - Reviewing escalation trends and analyzing process defects while identifying action plans for improvement - Conducting call reviews and account review audits to ensure compliance and service quality - Completing monthly one-on-one meetings with team members to review performance and development goals - Reviewing timecards, work-from-home audits, and staffing updates - Maintaining employee skill matrices and roster updates Qualifications - Have experience leading or supervising customer support, benefits administration, or contact center teams - Demonstrate strong coaching, mentoring, and employee development skills - Show the ability to manage escalated customer issues and resolve problems effectively - Possess strong organizational and multitasking skills in a fast-paced environment - Demonstrate strong written and verbal communication skills - Have experience reviewing operational metrics, dashboards, and performance reporting - Show proficiency with Microsoft Office tools and reporting systems - Demonstrate the ability to collaborate across teams and support operational improvement initiatives - Have experience working in a high-volume customer service or operations environment preferred Benefits - Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one. - Retirement Savings: Robust programs to help you secure your financial future. - Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more. - Career Growth Opportunities: Paths for advancement within a global organization. - Paid Training: Learn while you earn with award-winning learning platforms. - Paid Time Off: Competitive PTO packages to help you recharge. - Great Work Environment: Join an award-winning culture that values diversity and inclusion.

Role Description The Technical Business Analyst will join the client relationship and delivery team supporting Health & Welfare Administration solutions. This role is responsible for configuration support, maintenance of applications used for benefits outsourcing, and serving as a Subject Matter Expert for assigned processes and systems. The analyst will partner with internal teams and external clients to troubleshoot issues, support system enhancements, review data, and help improve operational processes and reporting capabilities. - Working closely with senior analysts to understand existing tools, systems, workflows, and client processes within the Health & Welfare Administration vertical - Assisting with data analysis, system analysis, data cleanup, testing activities, and issue resolution - Functioning as a Subject Matter Expert for assigned processes, including documentation, maintenance, and process improvements - Communicating with technical teams, management, operations teams, and external clients to troubleshoot and resolve issues - Supporting configuration and maintenance activities for benefits administration applications and related systems - Recommending and executing enhancements to existing processes, workflows, and reporting solutions - Creating and maintaining reports, documentation, and process artifacts to support operational efficiency - Participating in system testing, validation, and implementation activities for enhancements and updates - Analyzing business requirements and translating them into technical and operational solutions Qualifications - Have working knowledge of Health & Welfare Administration plans and processes - Have a minimum of 3 years of relevant experience in benefits administration, business analysis, or related technical support roles - Show proficiency with SQL, database navigation, and data analysis tools - Show proficiency with Mainframe systems, Microsoft Word, Excel, PowerPoint, TFS, and Microsoft Access - Demonstrate strong technical, analytical, problem-solving, and troubleshooting skills - Be able to work independently with minimal supervision while utilizing appropriate resources and collaborating effectively with teams - Have excellent listening, interpersonal, written, and verbal communication skills - Be able to manage multiple priorities and work effectively in a client-focused environment Benefits - Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one. - Retirement Savings: Robust programs to help you secure your financial future. - Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more. - Career Growth Opportunities: Paths for advancement within a global organization. - Paid Training: Learn while you earn with award-winning learning platforms. - Paid Time Off: Competitive PTO packages to help you recharge. - Great Work Environment: Join an award-winning culture that values diversity and inclusion.

Role Description As the Manager, Benefits Administration Services – Defined Benefit, you will play an important role in supporting the retirement space portfolio, ensuring exceptional service delivery and client satisfaction. This role focuses on client relationship management, operational support, and continuous improvement across defined benefit administration services. - Support the management of defined benefit administration accounts, focusing on client satisfaction, retention, and growth. - Work with clients and leadership to help implement business strategy, service models, and operational priorities. - Help ensure business units meet SLAs, performance metrics, and service delivery standards. - Assist in initiatives focused on process improvement, operational efficiencies, and system enhancements. - Support accurate documentation of client requirements, plan provisions, and operational details to aid effective account management. - Collaborate with internal and external stakeholders to maintain strong partnerships and high levels of client satisfaction. - Contribute to the development and review of performance reports, KPIs, and operational metrics. - Ensure compliance with organizational policies, regulatory requirements, and client contractual obligations. - Assist in planning, implementation, and execution of business continuity plans (BCP) for defined benefit operations. Qualifications - Bachelor’s degree or equivalent relevant experience. - 5+ years of client-facing or client support experience, preferably within defined benefit, defined contribution, or pension administration. - Experience supporting teams within BPO and/or call center environments in benefits administration. - Strong background in defined benefit and/or defined contribution plan administration, including operational support and client relationship management. - Proficiency in MS Office, with strong Excel skills. Requirements - Remote Work: Enjoy the flexibility of working from home while optimizing your work-life balance. Benefits - Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one. - Retirement Savings: Robust programs to help you secure your financial future. - Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more. - Career Growth Opportunities: Paths for advancement within a global organization. - Paid Training: Learn while you earn with award-winning learning platforms. - Paid Time Off: Competitive PTO packages to help you recharge. - Great Work Environment: Join an award-winning culture that values diversity and inclusion.