Non-Licensed Customer Service Representative - Insurance

Summary

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

Responsibilities

Banking Support Associates in this role get to:

• • 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

Required Skills

• • Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• • 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.
• • 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.
• • Must have basic computer skills with the ability to navigate and manipulate a computer system.
• • 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.

Qualifications

• • A minimum of 4 CXC/GCE 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 have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• • Experience in customer service is an asset and preferred.
• • No commitments that will impact your ability to commit to work for the next 18 – 24 months

About Sutherland

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

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