Customer Service Associate

About the role

NTT DATA Services is seeking a Customer Service Associate to join our team. This position provides front-line phone customer service to policyholders, beneficiaries, agents, and internal customers.

Responsibilities

• Providing front-line phone customer service to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction and striving to meet service standards
• Fielding between 75 to 100 calls per day
• Communicating effectively and professionally with both internal and external customers to resolve questions and issues
• Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns

Qualifications

• 6 months of experience in an office environment
• 6 months of experience using a computer with Microsoft Windows PC applications
• 6 months of experience in a work from home environment
• High school diploma or GED

Preferred experience

• Previous insurance industry experience with knowledge of life insurance and annuity policies, handling calls from members inquiring about payments, policy information, or claims
• 6 months of experience in a role that required attention to detail, accuracy, and accountability for your work product
• 6 months of experience in a role that required effective oral/written communication in a professional/office setting

Pay & benefits

• Pay: $15.50/hr
• 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
• 401k program with company match
• Additional voluntary or legally required benefits

Schedule

• Monday–Friday, 7:00 AM–7:00 PM Central Time
• Saturday mornings (rotating), 8:00 AM–12:00 PM Central Time

Remote work requirements

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 from the company.

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.

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, with minimal distractions that do not interfere with business operations or service delivery. 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; any new location must meet all requirements, and management must be notified before relocating.

Management monitors all technical issues and agent downtime. Chronic connectivity issues or recurring downtime that impede job performance may result in the remote status changing to onsite.