Customer Care Senior Analyst

We are seeking a detail-oriented and customer-focused Customer Care Analyst to join our Life \u0026 Annuities Variable team within our BPO division. In this role, you will serve as a key point of contact for policyholders, agents, and stakeholders, ensuring accurate transaction processing, high-quality service delivery, and strong adherence to industry regulations.\n\n**Must Live in Continental United States**\n\nThis 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\u0026D 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.\n\nPay for this role is $24hr. \n\n* * *\n\nBasic Qualifications:\n\n * 4 year experience (WAH) remote customer service\n * 4 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications\n * Minimum High school diploma or GED.\n * 4 years of experience in Life \u0026 Annuities Variable customer service or policy administration.\n * Familiarity with regulatory requirements, compliance standards, and industry best practices.\n * Experience working in a process-driven environment with strict SLA and quality expectations.\n\n\n\nResponsibilities\n\n * Provide timely and accurate support to customers, agents, and financial professionals regarding Life \u0026 Annuity products and policies.\n * Process transactions such as policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requests.\n * Review and verify incoming documents for completeness and compliance with company and regulatory requirements.\n * Conduct information searches, fact-finding, and data gathering to resolve inquiries efficiently.\n * Research and resolve routine and recurring issues while escalating complex cases when necessary.\n * Maintain detailed records, track customer interactions, and ensure accurate data entry across systems.\n * Collaborate with internal teams to address service gaps and improve customer experience.\n * Ensure adherence to service-level agreements (SLAs) and quality benchmarks.\n\n\n * Strong ability to analyze, process, and validate transactions based on established rules and guidelines.\n * Demonstrated capability to integrate domain knowledge and act as a skilled specialist.\n * Solid understanding of Life \u0026 Annuities Variable, policy structures, and industry terminology.\n * Experience in a BPO, insurance operations, or customer service environment.\n * Excellent communication skills\u2014both written and verbal.\n * Strong attention to detail with the ability to identify data inconsistencies.\n * Ability to troubleshoot and resolve routine operational issues.\n * Proficiency with customer service systems, workflow tools, and data entry platforms.\n\n\n\nNew hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process\n\n*** All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.\n\nMust Pass Drug screen\n\nMust Pass a background check with Education check and employment verification check. (Resume Must be updated and accurate)\n\nThis job posting is for active vacancies. Applications are pre-screened using artificial intelligence technology and reviewed by NTT DATA recruiters.\n\nRemote Working and Technology Requirements\n\nTo work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.\n\nTechnology\n\n * NTT DATA will provide a computer and headset for remote work.\n * 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.\n * Failure to return equipment may result in collection actions and/or other consequences.\n * Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.\n * A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one\u2019s personal dwelling or location.\n\n\n\nTechnical Performance and Issue Tracking\n\n * Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.\n * Remote employees must adhere to all technical support procedures and protocols.\n * Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.\n\n\n\nRemote Workspace\n\nRemote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.\n\n * Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.\n * The workspace must be a permanent, unencumbered location used daily for work.\n * Employees must work with minimal distractions that do not interfere with business operations or service delivery.\n * Ideally, the workspace is isolated from other household members and used exclusively for job duties.\n * Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.\n * Employees must work from the same location consistently unless prior approval is obtained.\n * If a change in work location is necessary:\n * The new location must meet all Remote Workspace and Technology Requirements.\n * Notification to NTT DATA Management is required before relocating\n\n \n \n---\n