Insurance Customer Care Benefits Advisor - Contract Opportunity
Insurance Customer Care Benefits Advisor - Contract Opportunity
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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 hardworking 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 followup 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 teammembers
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 crossfunctional business partners.
Qualifications :
Our most successful candidates will have:
A minimum of 34 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 multitask and manage time.
- Multitasking 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 overtime 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 pickups for shifts that begin before 6am
- Free Onsite 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 Sutherlands business.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
