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Job Location: Remote
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.
Business Analyst-Client Advocate
Client Advocate assist clients directly and performs a bridge between customers and the organization.
Client Advocate responsibilities involve working directly with the clients and representing their voice during internal decision making. A Client Advocate works closely across an organization to understand the entire customer experience. Everyday duties may vary based the need, but they typically include calls/meetings with the clients, assessing their needs, and attending meetings with management to ensure that their offered services match the client’s interests. From there, they will strive to improve processes.
JOB SUMMARY:
- A Client Advocate is the lead point of contact in a print and mail production facility for their specific account(s).
- They have a firm understanding of clients and their project requirements.
- The Client Advocate is expected to ask questions of the client and internal support groups to ensure proper service to the account.
- Client Advocates are expected to be able to perform job functions independently and lead small teams to achieve task and projects assigned.
- A Client Advocate provides coverage in the absence of the manager, other teammates, and provides guidance as needed.
- A CA is always looking for process efficiencies to improve the processes and services across the organization.
Preproduction/Development:
- The CA is involved in preparing new projects, products and processes for launch.
- Reviewing client specs for accuracy and completeness is required. This is achieved through review of Client Business Rules, data maps and layouts, SLA (Service Level Agreements) requirements and the overall production process.
- Communication of project statuses through regular meetings and updates to key internal and external stake holders.
- 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:
- The CA is involved in the launch of new projects and services, and processes.
- This includes the development of UAT plans results tracking, testing, sending proofs to clients and establishing go-live criteria.
Ongoing Production Support:
- Monitor incoming files and production to ensure SLA compliance
- Inventory Management and oversight
- Daily production reports
- Track actions items to completion
Troubleshooting and issue resolution:
- Work with operations and IT to determine the root causes of issues and aid in the creation of corrective actions.
- Keep all stakeholders informed of progress and escalate as needed to ensure resolution is gained in a timely manner
- 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.
- Follow up on outstanding actions that are required
- Requires formal education
Hybrid Oprion Role: 3 days in office ( Erlanger, KY) 2 days remote ( work from home) *if you are local to Erlanger KY
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.
At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.
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