Benefits Advisor & Case Coordinator

Conduent Business Services Philippines, Inc.; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

Conduent Business Services Philippines, Inc. in the Philippines is hiring for a customer service role focused on benefits and participant support. You will advise participants on plan provisions, respond to client inquiries by phone and web, and document interactions in the case management system.

You will also handle timely transactions, escalate when needed, and maintain compliance with call center metrics and policies while assisting junior staff and coordinating with external providers.

Responsibilities

• Improves participant decision-making process by advising participants on plan provisions.
• Responds to client-specific inquiries, including telephone and web correspondence.
• Completes transactions related to customer inquiries with limited supervision.
• Meets timeliness and accuracy standards.
• Documents calls by creating detailed notes in the case management system.
• Completes callbacks in a timely manner and escalates as appropriate.
• Adheres to call center metrics and guidelines within established procedures.
• 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 the appropriate participant forms and provides guidance on completion.
• Performs other duties as assigned.
• Complies with all policies and standards.

Job description

Conduent Business Services Philippines, Inc. in the Philippines is hiring for a customer service role focused on benefits and participant support. You will advise participants on plan provisions, respond to client inquiries by phone and web, and document interactions in the case management system.

You will also handle timely transactions, escalate when needed, and maintain compliance with call center metrics and policies while assisting junior staff and coordinating with external providers.