Company Description:
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
Job Description:
The Claims Customer Service Representative serves as a primary point of contact for beneficiaries, families, and representatives reporting life and annuity death claims. This role requires a high level of compassion, empathy, and active listening, as callers are often navigating emotionally difficult situations. The representative independently handles routine and increasingly complex inquiries, provides clear guidance on next steps, and ensures a respectful, supportive, and accurate claims experience from first contact through resolution. The role also requires the ability to balance emotional sensitivity with efficiency, accuracy, and regulatory compliance.
The Life Insurance Customer Service Representative serves as a primary point of contact for policyowners, agents, and internal partners regarding life insurance products and services. This role handles a high volume of inbound calls and requires strong product knowledge, attention to detail, and the ability to clearly explain complex life insurance concepts. The representative independently manages routine and increasingly complex inquiries while delivering an efficient, accurate, and professional customer experience. The role also requires the ability to balance emotional sensitivity with efficiency, accuracy, and regulatory compliance.
Serve as the first point of contact for life and annuity death claims, responding with patience, empathy, and professionalism while actively listening to customer needs.
• Handle inbound life insurance customer service calls related to policy information, billing, beneficiaries, ownership changes, policy values, loans, withdrawals, and general service requests.
• Handle inbound calls related to claim notification, documentation requirements, claim status, and general inquiries. • Clearly explain claims processes, required forms, timelines, and next steps in a calm, supportive, and easy-to-understand manner. • Research and review policy and claim information across multiple systems to provide accurate and timely responses.
• Serve as a knowledgeable point of contact, explaining complex life insurance products, provisions, and options in clear, customer-friendly language.
• Deliver routine work independently and manage increasingly complex inquiries by reviewing policy records and applying established procedures and guidelines.
• Research and analyze policy data across multiple systems to provide accurate, timely responses while meeting service and quality standards
• Apply critical thinking to interpret unique or non-standard customer situations, analyzing policy details, context, and customer needs to determine the most appropriate procedural path.
• Use sound judgment to adapt established procedures when scenarios fall outside typical patterns, recognizing exceptions and providing accurate, compliant, customer-focused solutions
• Document all customer interactions thoroughly and accurately, ensuring policy records are complete, current, and compliant.
• Apply sound judgment and discretion when handling confidential customer and policy information.
• Identify when issues require escalation and partner with senior team members or leadership to resolve complex situations.
• Meet or exceed established productivity, quality, and service level expectations in a fast-paced call-center environment.
• Support departmental and enterprise initiatives, including system changes, process improvements, and ongoing training.
Protect customers’ privacy and reassure them with empathy and professionalism.
The incumbent in this role must demonstrate a willingness to provide strong customer service – providing accurate information to customers, expressing appropriate empathy, and resolving customer issues where appropriate. This position requires the use of multiple system applications and administrative processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate documentation for our internal cross-functional business partners.
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)
- 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.
- 1 year of BPO/customer service experience preferred.
- Prior experience handling sensitive or emotionally complex customer interactions strongly preferred.
- 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.
- A passion for helping customers and exceeding their expectations with high integrity.
- Strong verbal and written communication skills and the ability to tailor styles to the audience
- 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.
Required Skills & Capabilities:
Compassion, Listening, and Emotional Intelligence (Must-Have):
• Demonstrated ability to listen actively, respond empathetically, and communicate with sensitivity during emotionally charged conversations.
• Comfort supporting individuals experiencing loss, grief, or stress while maintaining professionalism and composure.
• Strong critical-thinking ability to interpret ambiguous scenarios, assess multiple data points, and determine correct procedural application. Core Professional Skills:
• Strong verbal and written communication skills, with the ability to explain complex information clearly and calmly. • Proven customer service experience handling complex or sensitive inquiries.
• Ability to work effectively in a fast-paced, call-center environment with consistent call volumes. • Strong organizational skills, attention to detail, and ability to multitask across systems.
• Ability to navigate non-standard customer situations by applying procedures thoughtfully rather than relying solely on scripted responses.
• Demonstrated judgment in situations requiring evaluation beyond predefined workflows or standard call types.
• Sound judgment and decision-making skills, with appropriate escalation when 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.
