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 Associate serves as a primary point of contact and will carry out the below functions:
Basic Function • This role is primarily responsible for attempting calls to surrendering carriers to verify status of pending transfers based on standard operating procedures.
• Associates in this role must be able to operate across various systems and product workflows with limited oversight or supervision of core accountabilities. The services consist of support services for Annuities policyholders and are summarized below.
• Associates in this role will balance technical skills required while remaining professional and empathetic with the client during the verbal/ written interaction.
Essential Functions • Reviewing documents to determine type of request(s) and process them as per set guidelines
• Requests will require knowledge of New Business requirements as well as surrendering carrier requirements
• Ensure that the calls are handled as per standard operating procedures
• Contribute to individual quality and productivity goals by meeting processing targets focused on turnaround time expectations and accuracy targets.
• Promote a positive customer service mindset to surpass the expectations of customers through continuous improvement.
• Active participation in ongoing development of self.
• Continue to build additional knowledge and understanding of the client’s business.
• Perform other duties as needed.
Persons in this role should present the desired skills:
Desired Skills: Ability to read, comprehend and speak English language in clear and precise manner • Reasoning Skills • Problem Solving • Attention to detail • Active listening skills
Technical Skills • Good computer navigation skills • Proficiency of Microsoft Office, Outlook and Excel Basic knowledge of computers • Phone call/master handling skills
Process Specific Skills • Some knowledge about US Annuity and Life Insurance processes • System knowledge • Knowledge about US culture • Attention to accuracy in process
Soft Skills • Ability to work independently • Ability to understand and question established process guidelines for possible process improvements • Ability to pay great attention to detail – especially during processing of transactions • Possess keen sense of acquiring knowledge • Ability to work in multiple shifts based on process requirement – including graveyard shifts • Strong customer service focus • Ability to deliver messages/responses in a clear and concise manner
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. 2 years Undergrad Degree or it's equivalent work experience preferred. (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.
- Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays as needed).
- Must be able to train and / or work onsite at our Red Hills Road site.
- Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account. However, candidate with no experience may be considered for the job if the skill matrix shows an above average score.
- 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 25 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.
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.
