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. **Job Track Description:** + Performs tasks based on established procedures. + Uses data organizing and coordination skills to support the business and perform technical work. + Requires vocational training, certifications, licensures, or equivalent experience. **General Profile** + Developed proficiency within a range of analytical or operational processes. + Completes assignments and facilitates the work of others. + May coordinate assignments beyond work area. + Proposes improvements to processes and methods. + Acts as a lead, coordinating the work of others, but is not a supervisor. + Works autonomously within established procedures. **Functional Knowledge** + Developed skills in a range of processes, procedures, and systems. + Acts as a technical expert in some areas. **Business Expertise** + Understanding of how teams integrate and work best together to support the achievement of company goals. **Impact** + Impacts team through quality of service and sharing of information. + Proposes enhancements to work procedures and practices to improve efficiency. **Leadership** + Serves as a team lead. + Allocates work to team members, as appropriate. + Provides subject matter guidance to junior team members. **Problem Solving** + Provides solutions to problems based on existing challenges or procedures. **Interpersonal Skills** + Effectively exchanges information and ideas. **Responsibility Statements** + Improves participant decision-making process by advising participants on plan provisions. + Responds to client-specific inquiries, including telephone and web correspondence. + Contacts participants to explain calculations and resolve issues. + Identifies solutions to call trends, establishes appropriate agent training needs, and delivers the training. + Provides feedback and coaching to agents regarding adherence to center metrics and established guidelines. + Assists junior employees by answering questions or taking escalated calls with guidance. + Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors. + Explains participant forms and provides guidance on completion. + Performs other duties as assigned. + Complies with all policies and standards. 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. 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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . 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 (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._