Non-Licensed Insurance Representative

About the role

Sutherland, a technology and business process consultancy, is hiring a non-licensed insurance representative in Mandeville, Jamaica. The role supports licensed insurance agents by handling customer communications, explaining insurance products and keeping records of customer interactions.

Key responsibilities

• Build good working relationships and rapport with customers to gain trust and understanding.
• Complete all business functions within turnaround objectives at a high level of accuracy.
• Handle special projects and other administrative duties as requested.
• Convey actions taken on insurance policies as requested by the customer.
• Maintain quality results by adhering to established standards and guidelines.
• Update job knowledge by studying new product descriptions and taking part in educational opportunities.
• Collaborate with licensed insurance agents to provide quality customer care.
• Track and record outcomes of customer calls, online chats and emails to ensure timely responses.
• Review job aids and communicate with team members to gather the data needed to resolve service requests.
• Explain insurance products and processes.

Required profile

• Minimum of 4 CXC/GCE subjects including English Language, or a U.S. high school diploma or GED.
• Valid government-issued ID, TRN and NIS card.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Ability to handle a high volume of inbound calls and to pass a drug test and criminal background check.
• No commitments that would prevent committing to work for the next 18 to 24 months.
• Experience in customer service is an asset and preferred.

Required skills

• Strong written and verbal communication, able to handle live voice and chat interactions.
• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel).
• Multi-tasking and prioritisation; experience with CRM applications preferred.
• Troubleshooting and technical issue resolution.