Customer Insurance Benefits Advisor

Sutherland is seeking a motivated and passionate person to join us as an Customer Insurance 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!
Customer Benefits 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.
Our most successful candidates will have: ·
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.
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.

Employment type
Full-time

Work arrangement
No