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The BPO Customer Care Senior Analyst role involves providing exceptional customer service in the financial services sector, particularly focusing on life insurance and annuity products.
Job Responsibility:
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
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
Maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards
Conduct research to respond to customer inquiries and document customer interactions in the appropriate systems
Take ownership of each call working to de-escalate customer concerns as needed
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
Requirements:
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
Must Live in Continental United States
New hires must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
Individuals must provide their own high speed internet access with speeds at or above 50 Mbps
A hard-wired ethernet connection is required
What we offer:
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
additional voluntary or legally required benefits
NTT DATA will provide a computer and headset for remote work