Customer Service Associate

NTT DATA Services•Wichita, KS

41d•Remote

About The Position

NTT DATA Services is seeking a Customer Service Associate to join their team. This role involves providing front-line phone customer service to policyholders, beneficiaries, agents, and internal customers, ensuring customer satisfaction, and meeting service standards. The position requires developing and maintaining a solid working knowledge of the insurance industry, products, services, and team processes. A typical day involves handling 75 to 100 calls, and effective communication is key to resolving customer questions and issues. Collaboration with management and team members is expected to address service concerns proactively. New hires must complete Call Center training and demonstrate proficiency. The role also requires passing a drug screen, background check, education check, and employment verification. Specific schedule availability is Monday-Friday 7:00 am ct to 7:00 pm (Central Time), with potential for rotating Saturday mornings (8:00 am to 12:00 pm Central Time).

Requirements

6 Months experience in an office environment
6 Months experience using a computer with Microsoft Windows PC applications
6 Months of Work from home environment
High school diploma or GED
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.
Required schedule availability for this position is Monday-Friday 7:00 am ct to 7:00 pm (Central Time), Saturday mornings (rotating) 8:00 am to 12:00 pm (Central Time) could also be required
Must provide 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.
Must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.
The workspace must be a permanent, unencumbered location used daily for work.
Must work with minimal distractions that do not interfere with business operations or service delivery.
The workspace should ideally be isolated from other household members and used exclusively for job duties.
Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
Must work from the same location consistently unless prior approval is obtained.
If a change in work location is necessary: The new location must meet all Remote Workspace and Technology Requirements. Notification to NTT DATA Management is required before relocating.

Nice To Haves

Previous insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from members inquiring about payments, policy information, or claims.

Responsibilities

Providing front-line phone customer service to policyholders, beneficiaries, agents, and internal customers.
Ensuring customer satisfaction and striving to meet service standards.
Communicating effectively and professionally with both internal and external customers to resolve questions and issues.
Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.
Collaborating with management or other team members as appropriate to proactively address service issues and concerns.
Handling between 75 to 100 calls per day.
Previous insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from members inquiring about payments, policy information, or claims.
Maintaining a designated quiet area to complete calls while working from home.
Demonstrating attention to detail, accuracy, and accountability for your work product.
Communicating (oral/written) effectively in a professional/office setting.