Insurance Customer Care Benefits Advisor

Benefits

Additional Information

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 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! 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 follow-up 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 team-members - 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 cross-functional business partners. Our most successful candidates will have: - - A minimum of 3-4 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, 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. Our employees enjoy: Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for

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