Customer Experience Associate II - Financial Fraud

Conduent; Pasay; On-site; PHP 223,000 - 391,000; Full time

Job summary

Conduent is seeking staff for its Philippine operation to handle routine customer inquiries and deliver service with empathy and accuracy. You will follow established scripts, update case notes, and meet SLAs while helping clients understand products and policies.

This role emphasizes data accuracy, effective communication, and teamwork within a structured, supportive environment. Local candidates with English proficiency are encouraged to apply.

Qualifications

• Experience in a call center or front-line customer service role.
• Strong verbal and written English communication.
• Ability to update and manage customer records accurately.

Responsibilities

• Handle routine customer inquiries and provide information on products and services.
• Use scripts and guidelines to meet service level agreements.
• Document case details and update customer records in the system.
• Identify customer needs and escalate complex issues to senior staff when needed.
• Provide warm, empathetic service to customers and explain policies.

Skills

Call center experience

Customer service

Data entry

English communication

Job description

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

• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Works with a moderate degree of supervision.
  

Functional Knowledge

• Has developed skillset in a range of processes, procedures, and systems.
  

Business Expertise

• Supports the achievement of company goals by integrating teams for the best outcome.
  

Impact

• Impacts a team through quality of services and information provided.
• Follows standardized procedures and practices and receives moderate supervision and guidance.
  

Leadership

• Has no supervisory responsibilities.
• Manages own workload.
  

Problem Solving

• Ability to problem solve, self-guided.
• Evaluates issues and solutions to provide the best outcome for the client and end-users.
  

Interpersonal Skills

• Exchanges information and ideas effectively.
  

Responsibility Statements

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• 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.
For US applicants: 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. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.