As a member of the team, you will help people every day by taking calls, actively listening to understand customers' needs, and answering their questions. You manage a high volume of incoming calls from customers while navigating through multiple systems. A few of the questions you may receive as a Call Center Representative:
Payments
I was supposed to receive a deposit but I haven't, where's my money?
My card was lost/stolen, can you send me a replacement?
I'm missing money or I don't recognize a transaction on my account, can you see where the missing money is?
Can you send me a copy of my statement?
My card is not working, can you tell me why?
I can't login to my app/website, can you help me log back in?
When is my next deposit?
I need to file a dispute, some money was stolen off my card.
Fraud
Any call that Payments may receive or
My card is not working, can you tell me why? I'm traveling overseas and my card is not working can you help me with that?
I need to follow up on a dispute that I filed, when will I be receiving my money back?
Why was my dispute denied?
Someone is logging into my account and replacing my card, I'm not sure who it is but they've taken over my account.
I am having trouble using google/apple pay. Can you help me with that?
Is there part-time work available?
We only offer full time opportunities at this time.
Is there an overnight shift available?
We have varying shifts / working hours. Availability of the shifts will be discussed during the interview process.
Are there chat positions open?
Chat positions are not available at this time, but if the opportunity becomes available, you can apply through our career site.
Can I pick my own schedule?
We will try to accomodate your schedule request, but schedules will be assigned to you based on business needs.
How many calls will I take in a day?
The number of calls you will take in a day averages 80 calls. While we want to be mindful of average handling time, there is no set number of calls that you are required to take in a day. At times, calls will be continuous on a back-to-back basis.
Are the calls inbound or outbound?
You will only receive inbound calls relate to your clients line of business.
What does a day on the job look like?
A day on the job looks like being at your desk answering customer phone calls and providing necessary assistance, and periodically having meetings and/or trainings.
This is a high-volume inbound call position. You should expect to be on calls for the entirety of your shift.
How hard is it to change my schedule in the future?
Schedules will change over time due to ever-changing customer demands. We do expect some level of flexibility from our employees. Conversely, if your availability changes, please discuss this with your immediate supervisor to see if there are any alternative options available.
How long do I have to before I can get a better shift?
Schedules usually stay the same unless you change business lines, complete a rare shift bid (which does not happen often), or there's a business need. Weekend or early shifts aren't guaranteed, but the longer you're with the company, the better your chances.
How hard is it to move up within the company?
Conduent encourages growth among our employees. We are always looking to help our employees get to the next level.
You are eligible to apply to other internal opportunities after 6 months of joining the company.
What if I have booked a vacation during training?
Attendance is critical during training. You must graduate training to move into production. We cannot approve time off during training.
Career Opportunities
Is there room for advancement?
Yes, Conduent actively encourages employees to learn and grow within the organization.
How can I move up?
There are structured growth paths available for most of our positions. This will obviously depend on the individual’s performance whether they qualify to grow. Alternatively, we do allow internal mobility after 6 months.
How long do I need to wait before I can apply to a new position?
You may apply for a new position after being in your current role for at least 6 months and have a satisfactory performance evaluation.
Are there opportunities for advancement in other fields with other clients, including management?
Yes, there are opportunities for advancement. In fact, a lot of people who started where you are starting have been promoted to positions like recruiting, quality assurance and training.