Job Information
Conduent Customer Experience Associate IV in Guatemala
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 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
Proficient in a range of operational processes through prior job-related experiences and training.
Completes assignments and guides the work of peers and other team members.
May work cross-functionally, in different areas when necessary.
Proposes improvements to processes and methods.
Works within established procedures and practices.
Functional Knowledge
Has developed skillset in a range of processes, procedures, and systems
Acts as a technical expert in an area.
Business Expertise
- Understanding of how teams integrate and work best together to support the achievement of company goals
Impact
Impacts own team and other teams whose work activities are closely
Impacts the end-user for a more efficient and pleasant experience.
Leadership
Serves as a team head and may allocate work.
May give subject matter guidance to junior team members.
Problem Solving
- Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
- Exchanges ideas and information effectively.
Warm and patient demeaner, showing empathy and understanding to the end user.
Responsibility Statements
Monitor staff performance.
Collect Department Productivity Records
Prepare and submit daily volume reports.
Work closely with onshore staff as well as with Conduent clients.
In coordination with the Supervisor and other team members represents quality in customer calls, meetings, trainings and as needed.
Perform quality checks and process required adjustments.
Ensure claims have been worked based on bank requirements.
Research credit/debit card discrepancies.
Ensure workload is assigned evenly within the staff.
Analyze and interpret data to identify trends, patterns, and areas of opportunity.
Document all required data in daily tracking logs with high level of accuracy.
Undertake inquiries escalated by the direct reports, which may include customer calls and/or client calls.
Job requirements
Banking or Accounting experiences
Knowledge of Fraud Claims
Knowledge of Debit/Credit Card and Check transactions to identify true fraud activity
A working knowledge of Fraud Legal requirements
High degree of confidence and experience using banking research and technology.
High School diploma or GED and some college required.
Must be able to read, write and verbally communicate proficiently in English
Lead experience is a plus.
Must be able to work under pressure to meet deadlines while performing functions with high accuracy rates.
Must be able to communicate in a professional manner.
Proficient in MS Excel and Word
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.