Customer Care Associate

About the role

Customer Care Associate providing customer care to Life Insurance policyholders, agents, and other customers. Must live in the Continental United States.

Responsibilities

• Providing front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction (CSAT) and striving 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
• Fielding between 75 to 100 calls on a typical day
• 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
• Providing timely and accurate support to customers, agents, and financial professionals regarding Life & Annuity products and policies
• Processing transactions such as policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requests
• Reviewing and verifying incoming documents for completeness and compliance with company and regulatory requirements
• Conducting information searches, fact-finding, and data gathering to resolve inquiries efficiently
• Researching and resolving routine and recurring issues while escalating complex cases when necessary
• Maintaining detailed records, tracking customer interactions, and ensuring accurate data entry across systems
• Collaborating with internal teams to address service gaps and improve customer experience
• Ensuring adherence to service-level agreements (SLAs) and quality benchmarks

Qualifications

• Minimum High school diploma or GED
• 1 year experience in remote (WAH) customer service in a 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
• Previous life insurance industry experience that required knowledge of life insurance and annuity policies, handling calls from policy holders inquiring about payments, policy information, or claims to support callers with various questions on different life insurance products
• Must pass drug screen
• Must pass a background check with education check and employment verification check

Skills

• 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

Pay

$20.00/hr

Schedule

Monday-Friday 7:00 am to 7:00 pm (Central Time), Saturday (Central Time). Shift times may be changed as per client requirements. Overtime may be required based on business requirements.

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

Remote work requirements

• New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
• All new hires will be required to successfully complete Call Center training classes and demonstrate proficiency of the material
• NTT DATA will provide a computer and headset for remote work
• Employees are responsible for the care and security of all equipment provided and must return it immediately upon separation
• 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 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
• 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, and notification to NTT DATA Management is required before relocating