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Client Advocate (Large Print/Mail department), Remote USA

Company: Conduent Incorporated
Location: Chesapeake
Posted on: June 12, 2021

Job Description:

About Conduent 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 Description IMPORTANT: ONLY applicants with the experience and qualification indicated within the job description will be considered ALL applicants MUST complete the application-questionnaire to be considered. ALL fields must be completed. Complete ALL questions and please do NOT enter 'Negotiable' for the compensation question. ALL applicants must be currently eligible to work in the USA for any employer without sponsorship This position is NOT eligible for relocation reimbursements/expenses JOB SUMMARY: As a Client Advocate (CA) on our Print-Mail team, it'is important that you have a firm understanding of the client and their project requirements, and then are able to work to facilitate the client requests per their expectations or reset expectations. This is achieved by reading through project materials, asking questions of the client and your support groups to ensure you are able to properly service the account. When you are unclear on what is required it is essential that you reach out to the SME and gain clarity on the points you need assistance with. While training will be provided it is imperative that the CA identifies additional needs for training. Client Advocates are expected to be able to perform job functions independently and lead small teams to achieve task and projects assigned. As a Client Advocate you will be expected to provide coverage in the absence of your manager and provide the team with guidance as needed. This position is remote within the USA only (EST, first shift, hours preferred) and reports directly to the Sr. Customer Service Manager Customer Communications Preproduction/Development: Reviewing and determining client specs for accuracy and completeness examples of this being Data maps Records layouts Client Business Rules Data Package lists OE's BRE/CRE's Preprinted insertable materials Schedule needs SLA requirements File Transfer requirements Reporting requirements Daily production reports File rcpt reports Mail date reports Feedback files Develop and track to project plan Communicate project status to key stake holders and escalate as appropriate when milestones are being missed or project is in jeopardy Establish a regular meeting schedule with internal and external clients Issue meeting minutes and action items Track action items to completion Schedule project kick off meetings/Preproduction meetings Launch Activities: Testing Development of UAT plan and tracking of Results Proofing of Program proofs prior to sending to the client PreLaunch meetings Establish go live criteria Ongoing Production Support: Monitor incoming files to ensure they are coming in and processing per SLA Monitor production to ensure it is going out per SLA Inventory Management and oversight Check in with the Plant on a regular basis to ensure open communication Trouble Shooting: As issues come to the attention of the Client advocate it is their responsibility to understand the root cause and help aid in the appropriate corrective action. While they may not be able to determine the corrective action they have a good understanding of the client needs and should be able to provide feedback and guidance. Keep all stakeholders informed of progress and Escalate as needed to ensure resolution is gained in a timely manner Follow up on outstanding actions that are required Requirements: Bachelor's degree desired, but not required. Minimum of a high school or GED will be considered. Five to eight (5 to 8) years of Client Service/ Account Management experience Excellent communication skills including written communications, speaking and delivery Proven success in client management and extremely detailed oriented Must have ability to work in Microsoft Word, Excel- proficient, PowerPoint and Outlook Self-started who enjoys working in a team environment, ability to be flexible, and thrive in a dynamic fast-pace environment Highly motivated, results oriented and able to multi-task with minimal direction Dynamic ability to plan, identify issues, administer corrective action and carry out responsibilities Must be currently eligible to work in the United States for any employer Must consent to, and successfully clear all required pre-employment screenings. Closing 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 clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

Keywords: Conduent Incorporated, Chesapeake , Client Advocate (Large Print/Mail department), Remote USA, Other , Chesapeake, Virginia

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