Day in the life of a NJ FamilyCare Customer Care Associate

June 29, 2022

Video Transcript

Speakers: Jamila wise, Customer experience associate lll, Conduent

Meet Jamila Wise

Customer Experience Associate

Jamila wise: Hi, my name is Jamila and I have been with Conduent for six years and four months

Jamila wise: I'm working in the call center for NJ familycare as a customer experience associate.

What does your typical day at work look like?

Jamila wise: Me being a work at home agent, I am at my designated workstation about a hour prior to starting, just to make sure everything is up and running.

Jamila wise: I'll have a cup of coffee, review some emails and then I'll say good morning to my teammates before logging in for the day.

Jamila wise: A typical day for me would be, answering about 65-70 calls in the call center. Lots of multitasking, reading, reviewing, noting.

Jamila wise: So it's pretty fast paced throughout the day.

Jamila wise: Assisting clients with things like, HMO requests, updating addresses, making sure address phone number is updated in the system

Jamila wise: You may have general inquiries about the program, those who are looking for information. how does it work? What's covered, guidelines.

What is the most challenging thing about your job?

Jamila wise: The most challenging thing, would be probably dealing with the irritable, angry customer that will not allow you to help

Jamila wise: and how I deal with that.

Jamila wise: I tend to stay very calm and patient, show you know, understanding and know that it's not personal,

Jamila wise: I tend to provide a solution and be very thoughtful, to the individual and that helps.

What do you love most about your job?

Jamila wise: There are so many things that I love about what I do but the thing that I love the most would be my position is very rewarding because I get to help individuals, I get to help others, and that makes me feel really good.

Produced with Vocal Video