Bilingual Customer Care Associate

NTT DATA Services; Oregon; Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account

Life Insurance

AD&D Insurance

Disability Insurance

Paid Time Off

401k with company match

Employee Assistance Program

Job summary

NTT DATA is seeking a Bilingual Customer Care Associate to provide front-line support to Life Insurance policyholders, agents and internal customers. The role emphasizes handling 75–100 calls daily, ensuring CSAT targets, and maintaining in-depth knowledge of Life & Annuity products and processes.

Remote work options are available per client requirements. New hires must complete Call Center training, pass background checks and drug screening, and have a working device for 2-Factor

Qualifications

• 1 year experience (WAH) 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.
• Bilingual - Spanish

Responsibilities

• Provide front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers.
• Ensure customer satisfaction (CSAT) and meet service metrics.
• Develop knowledge of the insurance industry and of all products, services and processes performed by the team.
• A typical day will involve fielding between 75 to 100 calls.
• Communicate effectively and professionally with both internal and external customers to resolve questions and issues.
• Collaborate with management or other team members to proactively address service issues and concerns.
• Attention to detail, accuracy, and accountability for your work product.

Skills

Remote customer service

Call center KPI understanding

Office multitasking

Bilingual Spanish

Strong communication

Education

High school diploma or GED

Job description

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

Remote Working and Technology Requirements

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

Technology

• NTT DATA will provide a computer and headset for remote work
• Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols
• Failure to return equipment may result in collection actions and/or other consequences
• 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

Technical Performance and Issue Tracking

• 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

Remote Workspace

Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

• Employees must have a dedicated, professional workspace conducive to servicing Customer Service 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 to avoid disruptions to customer service
• 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
• Notification to NTT DATA Management is required before relocating

Primary Responsibilities

• Previous life insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from policy holders inquiring about payments, policy information, or claims to support callers with various questions on different life insurance products
• Providing front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction (CSAT) and strive 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
• A typical day will likely involve fielding between 75 to 100 calls
• 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

Customer Support & Transactions

• Provide timely and accurate support to customers, agents, and financial professionals regarding Life & Annuity products and policies
• 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

Transaction Analysis & System Proficiency

• 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

Must Live in Continental United StatesReq ID: 352976NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, we are currently seeking a Bilingual Customer Care Associate to join our team. Bilingual Customer Care Associate, providing customer care to Life Insurance policyholders, agents and other customers. 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. Pay for this role is $20.00hr. 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.

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 our Call Center training classes and demonstrate proficiency of the material. Must Pass Drug screenMust Pass a background check with Education check and employment verification check. This job posting is for active vacancies. Applications are pre-screened using artificial intelligence technology and reviewed by NTT DATA recruiters.

Basic Qualifications

• 1 year experience (WAH) 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.
• Bilingual - Spanish

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.