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About the Role
As a Customer Service Representative III, you will assist customer associates I and II, employers, child support recipients, and non-custodial parents by providing accurate information regarding child support payments, debit card transactions, account activity, and dispute processes. You will also handle escalated customer inquiries, act as a subject matter expert, provide guidance and support to Customer Service Representatives, and help supervisors manage daily operations.
Responsibilities
- Assist with inbound calls regarding account questions, concerns, and escalations as needed.
- Handle escalated inbound calls related to child support benefits, payments, and account concerns.
- Assist customers with inquiries regarding deposits, payment history, account balances, escalations, and general program information.
- Research and resolve complex customer issues while maintaining compliance with state and federal regulations.
- Complete supervisor call-backs, escalations and follow-up activities to ensure timely issue resolution.
- Provide real-time coaching and support to agents through chat and floor assistance.
- Serve as a resource for representatives by answering questions, providing procedural guidance, and assisting with difficult customer interactions.
- Enter and document case notes accurately within applicable systems.
Requirements
- Must be at least 18 years old.
- Must successfully pass a background check and drug screening.
- 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. As a result, we may be unable to consider applicants from certain states or municipalities at this time.
Skills
- Excellent communication, organizational, and problem-solving skills.
Location
- 1205 Troy-Schenectady Rd., Latham, NY 12110
Work Type
- Onsite
- Full-Time
Experience Level
- Minimum of 1 year of experience in a call center, customer service, banking, financial services, government benefits, or a related customer-facing environment.
Education Level
- High school diploma or GED required.
Salary/Compensations
- $19.00/hour
Benefits
- Benefits effective Day One (medical, dental, vision for eligible employees)
- Paid training
- Paid time off and holidays
- Career growth opportunities
- Supportive and inclusive work environment
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time.
About the Company
- 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.
Equal Opportunity
- 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 FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.