Client Services Specialist II - Hybrid Franklin, TN

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA has focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

About the role

As a Customer Service Representative, you play a vital role in shaping the agent experience and serving as a trusted resource for Healthcare products and services. You will assist agents through phone, email, internet, and written correspondence, addressing questions, resolving issues, and providing guidance tailored to their individual needs. In this role, you will engage, educate, and support agents by helping them navigate Healthcare plans, tools, and resources while delivering exceptional service experiences. Calls and inquiries are often complex and may require critical thinking, problem-solving, and flexibility beyond standard procedures to meet agents' unique needs effectively.

You will serve as a primary point of contact for field sales teams and customers, providing product knowledge and agent service support that contributes to agent success in the Medicare market. This position offers the opportunity to build strong relationships, support sales growth, and collaborate with a team that values learning, development, and service excellence. Our department is known for its positive culture, commitment to growth, and supportive team environment.

Responsibilities

• Develop and maintain expertise in Healthcare's Medicare and senior market products to effectively support agents and customers.
• Provide guidance and support on sales-related inquiries, helping agents navigate products, processes, and opportunities.
• Utilize multiple software applications simultaneously to manage agent interactions, document activities, and ensure accurate recordkeeping.
• Build and maintain strong, collaborative relationships with field sales representatives, brokers, consultants, and customer support teams.
• Assist agents in navigating and utilizing agent support tools, websites, and self-service resources to enhance their experience and efficiency.
• Process sales orders, fulfillment requests, and marketing material requests accurately and efficiently.
• Support the onboarding, training, and mentoring of new and existing team members as needed.
• Partner with supervisors and managers to provide operational support and contribute to team success.
• Collaborate with cross-functional departments to identify opportunities for process improvements and drive positive changes that enhance service delivery.
• Proactively identify agent needs and educate agents on available tools, resources, programs, and self-service capabilities designed to improve their overall experience.
• Serve as a subject matter expert by providing guidance on policies, procedures, systems, and department processes.
• Accurately document, track, and follow up on agent interactions, inquiries, and resolutions using established systems and processes to ensure a seamless service experience.

Requirements

• Minimum of 1+ year of experience in Customer Service using the phone primarily.
• Must have at least 6 months of healthcare or managed care insurance experience.

Qualifications

• Communication and Interpersonal Skills
  • Ability to read, understand, and interpret instructions, correspondence, and other business communications.
  • Strong verbal and written communication skills with the ability to effectively present information to customers, agents, and colleagues in both one-on-one and small group settings.
  • Capable of building positive relationships while delivering professional, courteous, and customer-focused service.
• Customer Service, Problem Solving, and Decision Making
  • Skilled in managing inbound and outbound interactions while providing exceptional support and service.
  • Ability to assess situations, identify solutions, and make sound decisions in a timely manner.
  • Provides education, guidance, issue resolution, and support to agents, customers, and internal partners.
  • Demonstrates a strong commitment to meeting customer needs and creating positive service experiences.
• Organization, Multitasking, and Technical Proficiency
  • Effectively manages multiple tasks, priorities, and cases in a fast-paced environment.
  • Maintains accurate and detailed documentation of customer interactions and case activities.
  • Proficient in navigating multiple software applications and systems simultaneously.
  • Strong attention to detail and organizational skills, ensuring accuracy, efficiency, and follow-through on all work activities.

Pre-Screen Questions

Attach responses at the top of the resume:

• Insurance Experience: Which insurance types have you directly worked with? Examples: Commercial PBM, Medicare Parts A, B, C, and D, LIS (Low-Income Subsidy), Specialty Pharmacy. Please list each type and briefly describe your experience.
• Phone-Based Customer Service Experience: How many years of phone-based customer service experience do you have? Please include the types of calls handled, such as: Inbound calls, Outbound calls, Case support, Benefit questions, Prior authorizations, Appeals, Patient or provider support.
• Systems & Software Experience: What systems or software have you used for benefit verification or case documentation? Examples: Salesforce, CRM tools, Case management platforms, NaviNet, Payer portals, Pharmacy management systems.
• Multitasking & Documentation Experience: Do you have experience managing multiple cases or tasks simultaneously while maintaining accurate documentation? If yes, please provide a brief example describing: The volume of work managed, How you prioritized tasks, How you ensured documentation accuracy and compliance.

Schedule

• Onsite required 3 days per week, 2 from home.
• Must be flexible regarding which days are onsite.
• Monday through Friday, 8:00 AM - 5:00 PM CT.

Pay

The starting hourly range for this role is $16.50. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.