Insurance Customer Care Benefits Advisor

About the role

Sutherland, a global provider of business process and technology management services, is hiring a full-time Insurance Customer Care Benefits Advisor in Kingston, Jamaica. The role is the point of contact for inbound callers, answering product and service enquiries, handling payments and general account maintenance, and supporting customers whose policies were bought from another carrier.

Key responsibilities

• Answer inbound calls and respond to enquiries about products, services, payments and account maintenance
• Take calls from customers whose policy was purchased by their previous carrier, explain their policy and handle queries and change requests such as updating phone number, address and email
• Explain how to update automatic payment options and answer billing questions
• Handle requests for forms (e.g. change of beneficiary), website navigation, registration, login and password support
• Transfer calls outside the scope of the role to the right operational team; future duties may include email and chat support
• Follow proper work flows, document everything accurately and make outbound follow-up calls to customers whose issue was transferred

Required profile

• Minimum of 3-4 CXC/GCE/City and Guilds subjects including English, or a US high school diploma or GED
• Valid government-issued ID, TRN and NIS card
• Able to pass a criminal background check and drug test as needed
• 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

Required skills

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

What we offer

• Competitive pay with base pay, incentives, overtime and shift differentials
• Paid training, paid vacation and sick leave, health and life insurance
• Lunch benefits and subsidy, free shuttle for early morning and late night shifts
• On-site medical suite, discounts with corporate and retail partners, and a career development programme