Customer Care Associate

NTT America, Inc.; Las Cruces (NM); Remote; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with match

Paid Time Off

Life & AD&D Insurance

Short-term Disability

Long-term Disability

Employee Assistance Program

FSAs / HSAs

Job summary

NTT DATA is seeking a Customer Care Associate to provide frontline support to Life Insurance policyholders, agents and internal customers from a remote location within the United States.

The role requires handling 75 to 100 calls daily, meeting CSAT targets, and maintaining up-to-date product knowledge; remote workspace standards and training will be provided.

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

• Provide frontline phone customer care to policyholders, beneficiaries, agents, and internal customers.
• Handle calls about payments, policy information, or claims and assist callers with questions on life insurance products.
• Strive to meet service metrics and maintain high CSAT.
• Develop and maintain knowledge of insurance products, services, and processes.
• Field 75 to 100 calls daily as part of a typical day.
• Communicate professionally with customers to resolve questions and issues.
• Collaborate with management and team members to address service issues.
• Exercise attention to detail and accountability for work product.

Skills

Remote CS

Office multitasking

Windows OS familiarity

Education

High School Diploma or GED

Tools

Windows OS

Job description

Req ID: 353016

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,

We are currently seeking a Customer Care Associate to join our team.

Customer Care Associate, 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 $19.00hr

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.

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 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.
• Designated quiet area to complete calls while working from home

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 screen

Must Pass a background check with Education check and employment verification check.

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

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.

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