Non-Licensed Customer Service Representative- Insurance

Summary

Build good working relationships and establish rapport with customers to gain trust and understanding

Benefits

• • Competitive compensation packages inclusive of base pay, incentives, over-time 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 pick-ups for shifts that begin before 6am
• • Free On-site 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.

Responsibilities

• • Complete all business functions within turnaround objectives at a high level of accuracy
• • Complete special projects/other administrative duties as requested
• • Convey actions taken on insurance policies as requested by the customer.
• • Maintain and improve quality results by adhering to established standards and guidelines
• • Update job knowledge by studying new product descriptions and participate in educational opportunities
• • Collaborate with licensed insurance agents to provide quality customer care
• • Manage communications by diligently tracking and recording outcomes of customer calls/online chats/emails to ensure timely responses
• • Review job aids and effectively communicate with team members to gather all required data necessary for resolution to service requests
• • Explain insurance products and processes

Qualifications

• • Must be at least 18 years or older.
• • A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
• • We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
• • Must have a valid (not expired) government issued ID, TRN and NIS card.
• • 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.
• • 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.
• • 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, multi-task and manage time.
• • Multi-tasking 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.
• • Must be able to pass a criminal background check and drug test as needed.
• • 1 year of BPO/customer service experience preferred.

About Sutherland

You are joining Sutherland, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, you will be part of our continuously growing number of 38,000 professionals from over 61 global delivery centers around the globe.

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