Customer Care Senior Analyst

We are seeking a detail-oriented and customer-focused Customer Care Analyst to join our Life & 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.

**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 $24hr.

Basic Qualifications:

• 4 year experience (WAH) remote customer service
• 4 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED.
• 4 years of experience in Life & Annuities Variable customer service or policy administration.
• Familiarity with regulatory requirements, compliance standards, and industry best practices.
• Experience working in a process-driven environment with strict SLA and quality expectations.
  
  

Responsibilities

• 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.
• 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.
  
  

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. (Resume Must be updated and accurate)

This job posting is for active vacancies. Applications are pre-screened using artificial intelligence technology and reviewed by NTT DATA recruiters.

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