Customer Care Associate Job Details | NTT DATA Services

NTT DATA is a leading business and technology services provider, and they are seeking a Customer Care Associate to join their team. The role involves providing customer care to Life Insurance policyholders, agents, and other customers while ensuring customer satisfaction and meeting service metrics.

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
• 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

Requirements:

• 1 year experience (WAH) remote customer service (Call Center environment)
• 1 year experience with call center KPI understanding
• 1 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED
• 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
• 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
• 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
• 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