BPO Business Support Senior Analyst

NTT DATA North America is a leading business and technology services provider, and they are seeking a BPO Business Support Senior Analyst to join their team. In this role, you will be a key point of contact for policyholders and stakeholders, ensuring accurate transaction processing and high-quality service delivery.

Responsibilities:

• 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

Requirements:

• 4 year experience (WAH) remote customer service
• 4 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED
• 4 years of experience in Life & Annuities Variable customer service or policy administration
• Familiarity with regulatory requirements, compliance standards, and industry best practices
• Experience working in a process-driven environment with strict SLA and quality expectations
• 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
• Must Pass Drug screen
• Must Pass a background check with Education check and employment verification check. (Resume Must be updated and accurate)
• New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process