Customer Care Associate

Must live in the Continental United States.

About the role

Customer Care Associate providing customer care to Life Insurance policyholders, agents, and other customers.

Schedule

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

Pay

$20.00 per hour.

Benefits

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

Requirements

• 1 year of remote (work-at-home) customer service experience in a call-center environment
• 1 year of experience understanding call-center KPIs
• 1 year of experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• High school diploma or GED
• Spanish bilingual preferred
• Previous life-insurance industry experience handling calls from policyholders about payments, policy information, or claims
• Working device (cell phone or tablet) for two-factor authentication
• High-speed internet access (≥50 Mbps) with a hard-wired Ethernet connection (Wi-Fi, mobile, wireless, or public connections are not allowed)
• Dedicated, professional workspace free from distractions and background noise
• Must pass drug screen, background check, and education/employment verification

Responsibilities

• Provide front-line phone customer care to policyholders, beneficiaries, agents, and internal customers
• Ensure customer satisfaction (CSAT) and meet service metrics
• Develop and maintain solid working knowledge of the insurance industry, products, services, and processes
• Field 75–100 calls per day
• Communicate effectively and professionally to resolve questions and issues
• Collaborate with management and team members to address service issues
• Process transactions: policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requests
• Review and verify incoming documents for completeness and compliance
• Conduct information searches, fact-finding, and data gathering to resolve inquiries
• Research and resolve routine and recurring issues; escalate complex cases as needed
• Maintain detailed records, track customer interactions, and ensure accurate data entry
• Collaborate with internal teams to address service gaps and improve customer experience
• Adhere to service-level agreements (SLAs) and quality benchmarks

Skills

• Strong ability to analyze, process, and validate transactions based on established rules
• Demonstrated capability to integrate domain knowledge and act as a skilled specialist
• Solid understanding of Life & Annuities Variable products, policy structures, and industry terminology
• Experience in a BPO, insurance operations, or customer service environment
• Excellent written and verbal communication skills
• 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

Remote Workspace & Technology

• NTT DATA provides a computer and headset; employees must return equipment upon separation
• Employees must work from the same approved location unless prior approval is obtained
• Chronic connectivity issues or recurring downtime may result in a change from remote to onsite status
• Workspace must be a permanent, unencumbered location used exclusively for work with minimal distractions