Consultant - Customer Service in Manchester

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as Back Office Analyst. 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!

Job Description

As a member of one of the largest Absence Management teams, you will be accountable for the day-to-day Absence Leave Management for multiple employers. 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 absence claim determination.

We are looking for a dynamic, organized self-starter to join our new Leave Management Team located in Jamaica. The Leave Specialist on the Absence Management Team in Jamaica will work closely with Claimants, Employers, and Sutherland Client to provide Leave Management support to Client’s Employers and Employees in North America. We have an immediate need for dedicated professionals to join our Absent Management Team, as the first point of contact for Employees, Managers, and the Client. Deliver the highest standards of service in any customer interaction and ensure an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources.

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 is 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-driven environment.
• 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 fact-finder 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

All your information will be kept confidential according to EEO guidelines. 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.