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- Tasks: Make claim decisions and respond to queries via phone and email.
- Company: Join Sutherland, a dynamic team focused on customer service excellence.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Why this job: Be part of a team that values your skills and helps you grow.
- Qualifications: Minimum four CXC subjects and customer service experience preferred.
- Other info: Fast-paced environment with opportunities for personal and professional development.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Sutherland is seeking a motivated and passionate person to join us as a Customer Service Consultant. 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!
As member of the team You will make claim decisions and respond to claimant, employer, and client queries via phone and email within defined KPIs (decision and response time, quality, and customer satisfaction). This role interacts with client team members, employers, employees, and other contacts for claim determination.
Responsibilities
- Manage absence workflow from intake, missing information gathering, and eligibility determination from adjudication to decision
- Handle Leave queries and processing received through customer platform, phone, and email
- Make claim determination and follow-up activities within program timeliness and quality standards
- Respond to queries regarding policies and programs including benefits, attendance, payroll deductions, etc.
- Adhere to defined processes and ensure delivery in accordance with Key Performance Indicators (KPI)
- Thorough knowledge of policies & processes for multiple Employer groups
- Ensure the Service level are achieved at all times for Leave Management Processes
- Integrity and discretion in dealing with sensitive information and ensure data privacy at all times
- Take ownership for query resolution and individual metrics
Qualifications
- Minimum four CXC subjects including English Language.
- Minimum of 1-year direct customer interaction via phone and email preferred.
- Works well in a metric drivenenvironment
- Ability to think critically and interpret eligibility requirements based on guidelines and rules, qualifiers, defined limits, etc.
- Understand exception scenarios and drive timely closures/resolution.
- Excellent customer service skills; exhibiting empathy while adhering to business guidelines
- Strong basic math skills
- Strong attention to detail and good interpersonal skills
- Strong decision making and problem-solving skills
- Able to work independently with less supervision to complete assigned work tasks within established time frame
- Proficient with Microsoft applications (word, outlook, etc)
- Application of phone and email etiquettes in customer interactions
- Strong listening, understanding, and receptive skills to ensure positive customer experience for claimants/employees
- Ability to draft and exchange communication with right messaging compliant with state regulations and customer procedures
- Strong research and factfinder to be able to articulate claim ineligibility with reasoning clearly
- Ability to multi-task, with a demonstrated ability to work in a fast-paced environment handling a large volume of caseload
- Must be willing to do drug test and background check
Additional Information
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 Sutherland’s business.
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Claims Processing Associate employer: Sutherland
Contact Detail:
Sutherland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Processing Associate
✨Tip Number 1
Get to know the company! Research Sutherland and understand our values and culture. This will help you tailor your responses during interviews and show us that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or family member to get comfortable with common scenarios.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle specific challenges related to claims processing. We want to see your problem-solving skills in action, so have some examples ready to share.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you’re proactive and serious about joining our team at Sutherland.
We think you need these skills to ace Claims Processing Associate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Claims Processing Associate role. Highlight your relevant experience and skills that match the job description, especially your customer service background and attention to detail.
Showcase Your Communication Skills: Since this role involves a lot of communication via phone and email, it's crucial to demonstrate your strong written and verbal skills. Use clear and concise language in your application to reflect how you would communicate with claimants and clients.
Highlight Your Problem-Solving Abilities: We love candidates who can think critically and resolve issues efficiently. In your application, share examples of how you've tackled challenges in previous roles, especially in a customer service context.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Sutherland
✨Know Your Stuff
Make sure you thoroughly understand the claims processing role and the specific responsibilities outlined in the job description. Familiarise yourself with common terms and processes related to claims management, as well as the KPIs mentioned. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member to practice your responses to common interview questions. Focus on demonstrating your customer service skills and how you handle queries. Be ready to share examples of how you've resolved issues in the past, especially in a metric-driven environment.
✨Showcase Your Soft Skills
During the interview, highlight your interpersonal skills and ability to empathise with customers. Sutherland values strong customer service, so be prepared to discuss how you would handle sensitive information and maintain data privacy while ensuring a positive experience for claimants.
✨Ask Smart Questions
Prepare thoughtful questions to ask the interviewer about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you determine if Sutherland is the right fit for you. Questions about their approach to training and development can also demonstrate your eagerness to grow within the company.