[Remote] Customer Care Associate Job Details | NTT DATA Services

Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a leading business and technology services provider, seeking a Customer Care Associate to join their team. The role involves providing customer care to Life Insurance policyholders and agents, ensuring customer satisfaction and maintaining knowledge of insurance products and processes.ResponsibilitiesPrevious 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 productsProviding front-line phone customer care support to policyholders, beneficiaries, agents, and internal customersEnsuring customer satisfaction (CSAT) and strive to meet service metricsDeveloping and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the teamA typical day will likely involve fielding between 75 to 100 callsCommunicating effectively and professionally with both internal and external customers to resolve questions and issuesCollaborating with management or other team members as appropriate to proactively address service issues and concernsAttention to detail, accuracy, and accountability for your work productProvide timely and accurate support to customers, agents, and financial professionals regarding Life & Annuity products and policiesProcess transactions such as policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requestsReview and verify incoming documents for completeness and compliance with company and regulatory requirementsConduct information searches, fact-finding, and data gathering to resolve inquiries efficientlyResearch and resolve routine and recurring issues while escalating complex cases when necessaryMaintain detailed records, track customer interactions, and ensure accurate data entry across systemsCollaborate with internal teams to address service gaps and improve customer experienceEnsure adherence to service-level agreements (SLAs) and quality benchmarksStrong ability to analyze, process, and validate transactions based on established rules and guidelinesDemonstrated capability to integrate domain knowledge and act as a skilled specialistSkills1 year experience (WAH) remote customer service (Call Center environment)1 year experience with call center KPI understanding1 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applicationsMinimum High school diploma or GEDMust Live in Continental United StatesStrong ability to analyze, process, and validate transactions based on established rules and guidelinesDemonstrated capability to integrate domain knowledge and act as a skilled specialistSolid understanding of Life & Annuities Variable, policy structures, and industry terminologyExperience in a BPO, insurance operations, or customer service environmentExcellent communication skills—both written and verbalStrong attention to detail with the ability to identify data inconsistenciesAbility to troubleshoot and resolve routine operational issuesProficiency with customer service systems, workflow tools, and data entry platformsNew hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication processMust Pass Drug screenMust Pass a background check with Education check and employment verification checkBenefitsCompany benefits including medical, dental, and vision insurance with an employer contributionFlexible spending or health savings accountLife and AD&D insuranceShort- and long-term disability coveragePaid time offEmployee assistanceParticipation in a 401k program with company matchAdditional voluntary or legally required benefitsNTT DATA will provide a computer