Customer Service Associate

NTT DATA North America is a global business and IT services provider specializing in digital, cloud, and automation solutions. They are seeking a Customer Service Associate to provide front-line phone customer service to policyholders and ensure customer satisfaction while handling inquiries related to life insurance and annuity policies.

Responsibilities:

• 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
• Designated quiet area to complete calls while working from home
• Providing front-line phone customer service to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction and strive to meet service standards
• 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
• 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
• 6 months of experience in a role that required attention to detail, accuracy, and accountability for your work product
• 6 months of experience in a role that required you to communicate (oral/written) effectively in a professional/office setting
• 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
• 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
• 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
• Technology
• NTT DATA will provide a computer and headset for remote work
• Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols
• Failure to return equipment may result in collection actions and/or other consequences
• 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 as are connections outside of one’s personal dwelling or location
• Technical Performance and Issue Tracking
• 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
• Remote Workspace
• Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service
• 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

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
• 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
• Designated quiet area to complete calls while working from home
• Providing front-line phone customer service to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction and strive to meet service standards
• 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
• 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
• 6 months of experience in a role that required attention to detail, accuracy, and accountability for your work product
• 6 months of experience in a role that required you to communicate (oral/written) effectively in a professional/office setting
• New hire 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
• To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology
• Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols
• 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 as are connections outside of one's personal dwelling or location
• 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