Transaction Processing Coach

«out 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 Coach Position is responsible for gathering information related to applications for public assistance programs. In conjunction with an automated system, eligibility specialist will provide information to state eligibility consultant who will make the eligibility decision for various public assistance programs including TANF(Temporary Assistance for Needy Families), Food Stamps and Medicaid. Duties will include reviewing applications submitted, identifying required client data and verifications that must be collected in support of the eligibility determination, communicating with clients in the data collection process, reviewing the case information and preparing it for case disposition by the state eligibility consultant. Responds to telephone inquiries and complaints using standard scripts and procedures Gathers information, researched/resolves inquiries and logs customer calls Communicates appropriate options for resolution in a timely manner. Informs customers about services available and assesses customer needs. Provides functional guidance, training, troubleshooting assistance and support to team members Monitors priority of calls and shifts escalated calls to assure resolution to problems. May assist in preparing standard reports to track workload, response time and quality of input. Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness. The incumbent, with proper training, is expected to work independently of immediate and continuous supervision. Able to communicate in a professional and courteous manner Able to collaborate with team members and management All other duties as assigned. Required Qualifications: Experience with ICES (Indiana Client Eligibility System) or WFMS (Workflow Management System and SMART. Experience working w/ Public Assistance Programs (Medicaid, TANF, Food Stamps) Preferred: 2 plus years of experience working w/ Public Assistance Programs (Medicaid, TANF, Food Stamps) Consistently maintaining high quality and production scores Must be proficient using MS office – Word, Excel, Outlook 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