Insurance Transaction Customer Service Associate

About the role

Sutherland, a global provider of business process and technology management services, is hiring an Insurance Transaction Customer Service Associate in Kingston, Jamaica. The associate supports insurance customers by answering calls, chats and emails, explaining policies and processing policy changes.

Key responsibilities

• Build rapport with customers and explain insurance products, processes and policy details clearly
• Convey actions taken on insurance policies accurately and record call, chat and email outcomes
• Process policy changes such as coverage, beneficiaries and personal information
• Handle billing inquiries and assist with premium payments or payment arrangements
• Identify cross-selling and upselling opportunities and refer customers to licensed agents
• Use software systems and databases to access and update customer information
• Take part in team meetings and suggest process improvements

Required profile

• At least 18 years old, with proof of 3-4 CXC/GCE/City & Guilds subjects including English, or a US high school diploma or GED
• Prior healthcare or insurance experience preferred; customer service experience is an asset
• Valid government ID, TRN and NIS card, and ability to pass a criminal background check and drug test
• Flexible availability for any day and any assigned shift, including weekends and public holidays
• Able to train and work onsite at the Red Hills Road site and return as required

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel)
• Type over 30 WPM with 80% accuracy
• Experience with CRM applications preferred
• Strong problem-solving, multitasking and communication skills

What we offer

• Competitive pay with base pay, incentives, overtime and shift differentials
• Annual merit increase, paid vacation and sick leave
• Paid training, health and life insurance, lunch benefits and shuttle services
• Career development and reward programmes