[Remote] Customer Care Associate

Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a business and technology services leader, seeking a Customer Care Associate to join their team. The role involves providing customer care to Life Insurance policyholders and ensuring customer satisfaction while handling a high volume of calls.

Responsibilities

• 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
• Providing front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction (CSAT) and strive 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
• Designated quiet area to complete calls while working from home
• 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
• To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology
• Management monitors all technical issues and agent downtime
• Consistent availability is critical to business operations
• Remote employees must adhere to all technical support procedures and protocols
• Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite
• Employees 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
• Employees must work with minimal distractions that do not interfere with business operations or service delivery
• Ideally, the workspace is 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
• Employees 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

Skills

• 1 year experience (WAH) remote customer service
• 1 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED
• Spanish Bilingual
• Must Live in Continental United States
• Must Pass Drug screen
• Must Pass a background check with Education check and employment verification check
• To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology
• Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment
• Employees must work with minimal distractions that do not interfere with business operations or service delivery
• Employees must work from the same location consistently unless prior approval is obtained

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short- and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required benefits

Company Overview