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 Track Description:** + Requires relevant expertise in a professional, sales, or technical area through formal education. + Performs technical-based activities. + Contributes to and manages projects. + Uses deductive reasoning to solve problems and make recommendations. + Interfaces with and influences key stakeholders. + Leverages previous knowledge and expertise to achieve results with teams and can complete work self-guided. + College or university degree required or equivalent work experience. **General Profile** + Performs routine assignments. + Develops skills by performing structured work assignments. + Uses existing procedures to solve routine or standard problems. + Receives instruction, guidance, and direction from others. **Functional Knowledge** + Requires a conceptual understanding of theories, practices, and procedures. **Business Expertise** + Applies knowledge of business learned through education or experience. **Impact** + No supervisory responsibilities and limited impact on own work team. + Follows standardized procedures and practices to achieve objectives and meet deadlines. **Leadership** + No supervisory responsibilities. + Responsible for developing technical contributions. **Problem Solving** + Uses existing procedures to solve standard problems. + Examines information and standard practices to make judgments. **Interpersonal Skills** + Exchanges information and ideas effectively. **Responsibility Statements** Primary responsibility: Performs calls on customers to minimize losses due to the client. The Senior Specialist Agent performs the following tasks: + Agent will utilize client zoom call system and access client systems for their work queue to make outbound calls to client customers. + These customers have vehicles that are impounded or overdue for return to the client. + Agent will make initial call advising of overdue status and indicate return of vehicle is paramount otherwise further action will be taken. + Agent will also handle inbound calls from customers addressing responses to letter of demand. + Agent will also handle other types of escalations, i.e. reaching out to locations verifying vehicles have been returned or contacting toll lots regarding impounded vehicles. + Additionally, agent tasks will be to halt overdue process on any emergency roadside assistance (ERS) incidences and escalate as necessary. + Keep management informed of all potential risks discovered during the call. + Follow through further actions based on the company procedures and policies. + Participate in scheduled Monthly/Quarterly Regional governance. + Assist in documentation gathering as necessary for the further action required. + Handle customers phone calls with a high degree of customer service + Assist in preparing operating and management reports 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 submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._