Customer Benefits Advisor

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.

Summary

Sutherland is seeking a motivated and passionate person to join us as an Customer Dental Benefit Advisor. We are a group of driven and hard-working 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!

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

Customer Benefit Advisor in this role get to: Be the Point of Contact; answer inbound calls to provide exceptional customer service to patients and healthcare customers . Respond to inquiries about dental health insurance products and services, processing payments, or performing general account maintenance. Up-selling customers to new products or services may be encouraged. This position will provide critical and accurate information on benefits, claims, and or policy administration with minimal operational oversight. Incumbents in this role will be tasked with compiling information for multiple product types, from multiple systems, and providing responses to customers that are thorough, clear, and concise. All work is carefully performed according to established protocols/procedures. Protect customers’ privacy and reassure them with empathy and professionalism. 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 cross-functional business partners.

Required Knowledge, Skills and Competencies

• • 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, 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.

Preferred Qualifications

• ★ Must be 18 years or older.
• ★ A minimum of 3-4 CXC/GCE/City & Guilds subjects inclusive of English Language, or a U.S. high school diploma or GED. CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET or HEART Level 1, 2, 3; and CCSLC - Competence & Mastery. ( Must have proof of qualifications)
• ★ 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.

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