Insurance Transaction Customer Service Associate

Job Description

Sutherland is seeking an analytical and attentive person to join us as an Insurance Transaction Associate. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Enthusiastic and self-motivated Customer Service Associates in this role get to provide support service for our insurance customers. Insurance Transaction Customer Service Associates at Sutherland:

* Build good working relationships and establish rapport with customers to gain trust and understanding

* Convey actions taken on insurance policies accurately and clearly to customers

* Maintain and improve quality results by adhering to established standards and guidelines

* Update job knowledge by studying new product descriptions and participate in educational opportunities

* Collaborate with licensed insurance agents to provide quality customer care and resolve complex issues

* Manage communications by diligently tracking and recording outcomes of customer calls/online chats/emails to ensure timely responses

* Review job aids and effectively communicate with team members to gather all required data necessary for resolution to service requests

* Explain insurance products, processes, and policy details to customers in a clear and concise manner

* Process policy changes, including updates to coverage, beneficiaries, and personal information

* Handle billing inquiries and assist customers with premium payments or payment arrangements

* Identify cross-selling and upselling opportunities when appropriate, referring customers to licensed agents for further assistance

* Maintain customer confidentiality and adhere to all company and industry compliance standards

* Utilize various software systems and databases to access and update customer information efficiently

* Participate in team meetings and contribute ideas for process improvements and enhanced customer satisfaction

* Adapt to changing policies, procedures, and technologies in the insurance industry to provide up-to-date and accurate information to customers

Qualifications

Our most successful candidates will have: - 

• Must be 18 years or older.
•  A minimum of 3-4 CXC/GCE/City & Guilds subjects inclusive of English Language, or a U.S. high school diploma or GED. CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET or HEART Level 1, 2, 3; and CCSLC - Competence & Mastery. ( Must have proof of qualifications)
• Prior Healthcare/Insurance experience preferred.
• Must have a valid (not expired) government issued ID, TRN and NIS card.

• Must be able to pass a criminal background check and drug test as needed.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite at our Red Hills Road site.

• Must have flexibility to return to site as required by the business.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

Additional Information

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.