[Hiring] Customer Care Associate @NTT DATA Services

Role Description

We are currently seeking a Customer Care Associate to join our team, providing customer care to Life Insurance policyholders, agents, and other customers.

Must Live in Continental United States

Pay for this role is $20.00/hr.

The required schedule availability for this position is Monday-Friday 7:00 am to 7:00 pm (Central Time), Saturday (Central Time). Shift times may be changed as per client requirements. Additionally, overtime may be required based on business requirements.

Qualifications

• 1 year experience (WAH) remote customer service (Call Center environment)
• 1 year experience with call center KPI understanding
• 1 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED

Responsibilities

• Previous life insurance industry experience that required knowledge of life insurance and annuity policies.
• Providing front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers.
• Ensuring customer satisfaction (CSAT) and striving to meet service metrics.
• Developing and maintaining a solid working knowledge of the insurance industry and of all products, services, and processes performed by the team.
• A typical day will likely involve fielding between 75 to 100 calls.
• Communicating effectively and professionally with both internal and external customers to resolve questions and issues.
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns.
• Attention to detail, accuracy, and accountability for your work product.
• Provide timely and accurate support to customers, agents, and financial professionals regarding Life & Annuity products and policies.
• Process transactions such as policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requests.
• Review and verify incoming documents for completeness and compliance with company and regulatory requirements.
• Conduct information searches, fact-finding, and data gathering to resolve inquiries efficiently.
• Research and resolve routine and recurring issues while escalating complex cases when necessary.
• Maintain detailed records, track customer interactions, and ensure accurate data entry across systems.
• Collaborate with internal teams to address service gaps and improve customer experience.
• Ensure adherence to service-level agreements (SLAs) and quality benchmarks.
• Strong ability to analyze, process, and validate transactions based on established rules and guidelines.
• Demonstrated capability to integrate domain knowledge and act as a skilled specialist.
• Solid understanding of Life & Annuities Variable, policy structures, and industry terminology.
• Experience in a BPO, insurance operations, or customer service environment.
• Excellent communication skills—both written and verbal.
• Strong attention to detail with the ability to identify data inconsistencies.
• Ability to troubleshoot and resolve routine operational issues.
• Proficiency with customer service systems, workflow tools, and data entry platforms.
• New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.
• All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.
• Must pass drug screen.
• Must pass a background check with education check and employment verification check.

Remote Working and Technology Requirements

• To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.
• NTT DATA will provide a computer and headset for remote work.
• Employees are responsible for the care and security of all equipment provided.
• Individuals must provide their own high-speed internet access with speeds at or above 50 Mbps.
• A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless, and public internet connections are forbidden.

Remote Workspace

• Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers.
• The workspace must be a permanent, unencumbered location used daily for work.
• Employees must work with minimal distractions that do not interfere with business operations or service delivery.
• Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum.
• Employees must work from the same location consistently unless prior approval is obtained.