BPO Customer Care Specialist

• Serve as the Primary Subject Matter Expert (SME) for 10–15 Variable Specialists, answering real-time questions regarding policy provisions, fund allocations, and tax reporting
• Conduct 'side-by-side' training and peer reviews to help specialists sharpen their technical skills and reduce processing errors
• Monitor real-time queues to ensure equitable distribution of work and prevent bottlenecks
• Identify and escalate high-risk transactions to the Manager before they breach SLA (Service Level Agreement) and SEC/FINRA regulations
• Handle initial-tier escalations from financial professionals and policyholders, utilizing superior de-escalation skills to resolve issues before they require executive intervention
• Manage projects with oversight from their supervisor
• Establishes solid working relationships with clients and internal departments to resolve escalated issues
• 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
• Collaborate with internal teams to escalate complex issues as needed
• Maintain detailed records of all customer interactions in the CRM system

• 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
• 5 years in Variable Life Insurance or Variable Annuity operations. Previous experience as a 'Senior Specialist' or 'Lead' is highly preferred
• Strong understanding of investment account servicing and mutual fund or annuity products
• 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
• 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
• Employees must have a dedicated, professional workspace
• The workspace must be a permanent, unencumbered location used daily for work
• Employees must work with minimal distractions
• 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
• Employees must work from the same location consistently unless prior approval is obtained

Previous experience as a 'Senior Specialist' or 'Lead' is highly preferred

• 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