Customer Care Associate

NTT DATA Services•El Paso, TX

10d•Remote

About The Position

NTT DATA is seeking a Customer Care Associate to provide customer care to Life Insurance policyholders, agents, and other customers. This role requires the associate to live in the Continental United States. The position is eligible for company benefits and offers a pay rate of $20.00/hr. The required schedule is Monday-Friday 7:00 am to 7:00 pm (Central Time), with potential for Saturday shifts and overtime based on client and business requirements. New hires must have a working device for 2-Factor Authentication, pass a drug screen, background check, and complete Call Center training. NTT DATA provides a computer and headset for remote work, but employees are responsible for their own high-speed internet access and a hard-wired ethernet connection. Remote work requires a dedicated, professional workspace conducive to servicing customers with minimal distractions. Management monitors technical issues and agent downtime, and chronic connectivity issues may result in a change to onsite status.

Requirements

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.
Must Live in Continental United States
Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
Must Pass Drug screen
Must Pass a background check with Education check and employment verification check.
Employees 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 as are connections outside of one’s personal dwelling or location.

Nice To Haves

Previous life insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from policy holders inquiring about payments, policy information, or claims to support callers with various questions on different life insurance products.
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.

Responsibilities

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.
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.