Inbound Customer Care Analyst

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We have an Inbound Customer Call Center position available for 12 months and REMOTE. The position is temp to perm opportunity. The pay rate is $20/hour W2. If you are interested, please send resume today.

Customer Care Associate, providing customer care to Life Insurance policyholders, agents and other customers.

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 (WFH) 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 Pss 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.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $20/hour. Actual compensation will depend on several factors, including the candidate s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation
based on individual and/or company performance
This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, 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
.