Customer Service Associate

About the role

NTT DATA Services is seeking a Customer Service Associate to join our team. This position involves providing 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 experience in an office environment
• 6 months experience using a computer with Microsoft Windows PC applications
• 6 months of Work from home environment
• High school diploma or GED
• 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 you to communicate (oral/written) effectively in a professional/office setting
• Must pass drug screen
• Must pass a background check with Education check and employment verification check
• Must successfully complete Call Center training classes and demonstrate proficiency of the material

Preferences

• Previous insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from members inquiring about payments, policy information, or claims
• Designated quiet area to complete calls while working from home

Schedule

Required schedule availability is Monday-Friday 7:00 am to 7:00 pm (Central Time), with rotating Saturday mornings 8:00 am to 12:00 pm (Central Time).

Pay

$15.50 per hour.

Benefits

This position is eligible for company benefits including 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, and additional voluntary or legally required benefits.

Remote work requirements

To work remote, individuals must meet all established requirements including those pertaining to a home workspace and related technology.

• 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.
• 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 requirements and notification to management is required before relocating.
• New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.
• 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 may result in the remote status changing to onsite.