Sutherland

Company Description

About Sutherland

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.

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

Sutherland is seeking a motivated and passionate person to join us as an Insurance Customer Care Benefits Advisor . 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!

Insurance Customer Care Benefits Advisor in this role get to: Be the Point of Contact; answer inbound calls to provide exceptional customer service to consumers.

Respond to inquiries about products and services, processing payments, or performing general account maintenance.

Protect customers’ privacy and reassure them with empathy and professionalism.

Take inbound voice contacts from customers whose policy was purchased by from their incumbent carrier. Provide professional introductions and understanding of the customers policy and provide support to handle queries and change requests to modify information for the customer.

Contact information updates include but not limited to: change phone number, address, and email. Provide details around the process to update automatic payment options, payments, and general billing questions. Handle Customer requests related to basic policy information, requests for forms (i.e. change Beneficiary), Website navigation, registration, login and password support.

Transfer calls outside the scope of the CSR to the correct operational support team for continued and additional support. Future responsibilities could include responses to email and chat when the Client moves into these additional support channels.

SPECIFIC JOB RESPONSIBILITIES:

• Efficiently receive inbound calls, delivering a professional and compliant introduction, building interest within the customer to learn about the carrier and to provide the requested support to the customer.
• Manage outbound follow-up calls to customers for support that was transferred to other operational groups with the resolution.
• Accurately process data, communicating correct and detailed information through verbal and written documentation
• Demonstrate a level of understanding of material contained in Script
• Maintain & demonstrate appropriate interpersonal relationship skills with team-members
• Demonstrate a strong level of team participation
• Follow Proper Work Flows

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: -

• A minimum of 3-4 CXC/GCE/City and Guilds subjects inclusive of English Language, or a U.S. high school diploma or GED.
• 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.
• 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.

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.