Transaction Processing Associate IV

Work Leader

Transaction Processing Associate IV

Conduent El Paso TX

An uploaded resume is required.

Hours of Operation Mon-Fri 4 pm-12:30 am and occasional Saturdays as needed.

Essential Job Function

• Advise CSRs on proper procedures for handling customers in compliance with NY E-Z Pass guidelines and business rules
• Act as next step resolution for customer issues and staff the internal Help Desk
• Manage daily workflow and CSR real time adherence to ensure daily SLAs are met
• Work with floor supervisors regarding staffing levels and schedules
• Advise supervisors of training recommendations for CSRs
• Meet or exceed established production standards
• Other duties and assignments as determined by the department manager or supervisors
• Compliance with all Conduent policies and procedures PCI regulations as well as guidelines under the NY E-Z Pass program

Previous Experience and Education

• High School Diploma or equivalent education and experience
• In depth knowledge of NY E-Z Pass guidelines
• Proficiency with Microsoft Office (Outlook Excel Word)
• Strong communication skills both verbal and written
• Bilingual preferred

Physical Requirements

Ability to work in an office environment sitting for extended periods of time

Use of computer mouse keyboard and monitor

Immediate and Continuous Goals and Objectives:

1. Customer FocusAble to recognize and respond to client needs; able to promote a client focus in employees and develop proactive solutions to clients issues.

1. Listening Understanding and RespondingAble to use proactive listening skills or attend to non-verbal cues to better understand others perspectives behaviors and motivations; able to communicate clearly about shared tasks client needs the activities of other groups in the organization and external influences; able to act with integrity and professionalism.

1. Personal LeadershipAble to do what you promise you will do; able to convey enthusiasm about company objectives and make decisions that reflect sound judgment; able to take greater responsibility for the companys success.

1. Team LeadershipAble to provide meaningful direction and motivation to a common team goal; able to model desired behavior inspire high performance from employees and encourage high team moral; able to demonstrate behaviors and use language that build trust and do not demean others.

1. MentoringAble to provide instruction suggestions or feedback that makes sure assigned tasks are clear to employees; able to provide specific feedback recognition and rewards for good performance with a spirit of openness and mutual respect; able to deal constructively and properly with performance or discipline problems.

1. EvaluationAble to assess employees strengths and delegate accordingly; able to make employees responsible for meeting performance goals.

1. TeamworkAble to treat all CONDUENT employees with cooperation and respect; able to consider the perspectives of other departments; able to help resolve any conflicts.

1. Problem SolvingAble to recognize problems and help identify solutions.

1. Valuing DiversityAble to monitor evaluate and adapt behavior to respond to a variety of ages ethnic and cultural backgrounds.

1. FlexibilityAble to adapt behavior and opinions to different situations individuals or changing company priorities.

1. Personal MotivationAble to display a positive attitude while meeting or exceeding the demands of a given situation task or performance standard.

1. Self-ControlAble to remain calm and professional through stressful circumstances; able to solve problems and meet deadlines in difficult circumstances; able to help others manage stress.

1. Action OrientationAble to follow instructions or take action and address opportunities with little supervision; able to take extra steps to prevent mistakes or create opportunities.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and addition to base pay this position based on business need may be eligible for a bonus or addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation and/or sick time