BPO Customer Care Associate

NTT DATA, Inc.; Chicago (IL); Remote; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a BPO Customer Care Associate to provide exceptional support to Life Insurance policyholders. This role involves handling calls, resolving inquiries, and ensuring customer satisfaction while working in a dynamic remote environment. Ideal candidates will possess strong communication skills and a commitment to delivering quality service. Join a forward-thinking organization that values innovation and offers comprehensive benefits, including medical, dental, and vision insurance. If you're passionate about customer care and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Program with Company Match

Paid Time Off

Employee Assistance Program

Qualifications

• 1 year of remote customer service experience required.
• Must have a dedicated workspace for remote work.

Responsibilities

• Provide customer care support to policyholders and agents.
• Ensure customer satisfaction and meet service metrics.

Skills

Customer Service

Multitasking

Communication Skills

Attention to Detail

Education

High School Diploma or GED

Tools

Microsoft Windows PC Applications

Job description

NTT 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, apply now.

We are currently seeking a BPO Customer Care Associate to join our team, providing customer care to Life Insurance policyholders, agents, and other customers.

Must Live in Continental United States

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 $20.00/hr.

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 needs.

Basic Qualifications:

• 1 year experience (WAH) remote customer service
• 1 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED.

Responsibilities:

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

New hires must have a working device (such as a 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 a drug screen.

Must pass a background check with education verification and employment verification check.

Remote Working and Technology Requirements

To work remotely, 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.

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 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.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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.