Customer Care Associate

About the role

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. We are currently seeking a Customer Care Associate to join our team, providing customer care to Life Insurance policyholders, agents and other customers. This position requires the individual to live in the Continental United States.

Responsibilities

• Provide front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers.
• Ensure customer satisfaction (CSAT) and strive to meet service metrics.
• Develop and maintain a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.
• Field between 75 to 100 calls per day, communicating effectively and professionally with both internal and external customers to resolve questions and issues.
• Collaborate with management or other team members as appropriate to proactively address service issues and concerns.
• 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.

Requirements

• 1 year experience in 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
• 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
• 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

Skills

• Strong communication and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing situations
• Strong attention to detail and ability to multitask
• Ability to work independently and as part of a team

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short- and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required benefits

Pay

Pay for this role is $20.00 per hour.

Schedule

The required schedule availability for this position is Monday-Friday 7:00 am to 7:00 pm (Central Time), Saturday (Central Time). Shift times may be changed as per client requirements. Additionally, Overtime may be required based on business requirements.