Customer Care - Payroll Analyst

Customer Care - Payroll Analyst

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:

• Answer incoming phone calls for the car lease program 
• Respond to emails for the car lease program
• Investigate and resolve to discrepancies in a timely manner.
• Provide accurate information regarding the program
• Assist employees with car lease related issues such as eligibility, order status, billing, motor vehicle records, terminations ect.
• Collaborate with other departments to ensure that issues are resolved timely
• Maintain confidentiality of all information
• Stay updated on company policies and procedures related to the program

General Profile

• Proven experience as a call center agent or similar customer service role.
• Excellent communication skills, both verbal and written
• Strong problem-solving abilities.
• Ability to handle confidential information with integrity.
• Proficiency in MS Office; experience with call center tools

Responsibility Statements

• Receives, investigates, and provides detailed answers to employees on the car lease program  information and procedures, including eligibility information, knowledge of product offerings, billing, claims process, status of vehicles ordered. 
• Adhering to the service metrics requirements. Serves as the first-level support to customer inquiries escalating more complex inquiries to Program Administrator.
• Maintain accurate records of discussions or correspondences with customers using company provided application.
• Handle complaints, provide appropriate solutions and alternatives within a specified timeframe and follow up to ensure resolution.
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Recommend process improvement to management by collecting customer information and analyzing needs.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Keep abreast of program changes to provide current information
• Maintain high levels of customer service, including patience, active listening, clear communication, empathy, emotional intelligence and accountability.
• Help to train new employees and inform them about program details.

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:  

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.