BPO Customer care senior analyst

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 senior analyst to join our team.

Position:
Customer Care Senior Analyst

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 $72,800 salary

• 3 years of customer service experience, preferably in financial services or a BPO environment.
• 2 Years MS Office Suite Experience including report writing and presenting.
• Active FINRA Series 6 and Series 63 licenses (must be current and in good standing).
• High school diploma or GED Required.
• 3 Years knowledge of Life insurance and Annuity policies

• Establishes solid working relationships with clients and internal departments to resolve escalated issues.
• Possesses moderate knowledge of all facets of Variable life Insurance and annuity products.
• Active FINRA Series 6 and Series 63 licenses (must be current and in good standing).
• Strong understanding of investment account servicing and mutual fund or annuity products.
• Answer questions and provide information regarding their needs/questions through the utilization of multiple applications and platforms. In addition, you will maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards.
• You will conduct research to respond to customer inquiries and document customer interactions in the appropriate systems. You will take ownership of each call working to de-escalate customer concerns as needed.
• Excellent communication skills (verbal and written).
• Ability to navigate multiple systems and manage time effectively.
• High attention to detail with a commitment to compliance and accuracy.
• Provide high-quality customer care through phone, email, and chat channels.
• Assist clients with inquiries related to investment accounts, transactions, and financial products.
• Ensure all communication follows FINRA, SEC, and internal compliance policies.
• Process account updates, documentation requests, and service transactions accurately and efficiently.
• Research and resolve customer issues promptly while maintaining a positive customer experience.
• Maintain detailed records of all customer interactions in the CRM system.

New hires must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.

To work Hybrid remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related 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.

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Hybrid 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 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…