Customer Insurance Benefits Advisor

About the role

Sutherland, a global provider of business process and technology management services, is hiring a Customer Insurance Benefits Advisor in Kingston, Jamaica. The advisor acts as the point of contact for patients and healthcare customers, answering inbound calls about dental health insurance products, payments and account maintenance, and providing accurate information on benefits, claims and policy administration with minimal operational oversight.

Key responsibilities

• Answer inbound calls and respond to inquiries about dental health insurance products, services, payments and general account maintenance.
• Provide critical, accurate information on benefits, claims and policy administration, drawing on information compiled from multiple systems and product types.
• Protect customer privacy and resolve customer issues with empathy and professionalism.
• Create detailed documentation for internal cross-functional business partners.
• Up-selling customers to new products or services may be encouraged.

Required profile

• Aged 18 or older, with proof of qualifications such as CXC/GCE/City & Guilds, GCE A, B, C, SSC 4, 5, JSCE Pass, NCTVET or HEART Level 1-3, or CCSLC.
• Valid government-issued ID, TRN and NIS card, and ability to pass a criminal background check and drug test.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Willingness to train and/or work onsite at the Red Hills Road site.
• 1 year of BPO/customer service experience preferred; customer service experience is an asset.

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel); typing over 30 WPM at 80% accuracy.
• Ability to handle several applications at once, with CRM experience preferred.
• Strong verbal and written communication, multitasking and time management.
• Troubleshooting technical issues and good attention to detail.

What we offer

• Competitive salary with base pay, incentives, overtime and shift differentials, plus annual merit increases.
• Paid training, vacation and sick leave, and health and life insurance.
• Lunch benefits and subsidy, free shuttle transport and an on-site medical suite.
• Discounts with corporate and retail partners, paid referral program and career development opportunities.