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