Customer Experience Associate IV

About the role

Conduent is seeking a Customer Experience Associate IV to provide specialized, empathetic support to customers across a range of critical services. In this role you will handle escalated transactions, guide end‑to‑end issue resolution, and mentor less experienced team members while adhering to company policies and standards.

Key responsibilities

• Provide customers with specialized information in a warm, empathetic manner.
• Assess calls to determine immediate service, transfer, or follow‑up for client resolution.
• Identify customer needs by reviewing case notes and handling each case individually.
• Manage escalated transactions when frontline options are exhausted or when customers request managerial assistance.
• Gather and update all necessary information in the database and explain company policies as required.
• Guide end‑to‑end resolution of customer issues efficiently and seamlessly.
• Support and mentor less experienced team members and perform other duties as assigned.

Required profile

• Proficient in operational processes with prior job‑related experience and training.
• Ability to work cross‑functionally and propose process improvements.
• Strong problem‑solving skills to evaluate issues and deliver optimal outcomes for clients and end‑users.
• Effective interpersonal communication, demonstrating empathy and patience.