Insurance Transaction Customer Service Associates

Sutherland · Kingston, St. Andrew Parish, Jamaica, //1, Jamaica

  • Junior
  • Full-time
  • Posted 2026-11-09
  • Confirmed live on 10 November 2026

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Job description

Job Description
Sutherland is seeking an analytical and attentive person to join us as an Insurance Transaction Associate. 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!
Enthusiastic and self-motivated Customer Service Associates in this role get to provide support service for our insurance customers. Insurance Transaction Customer Service Associates at Sutherland:
* Build good working relationships and establish rapport with customers to gain trust and understanding
* Convey actions taken on insurance policies accurately and clearly to customers
* Maintain and improve quality results by adhering to established standards and guidelines
* Update job knowledge by studying new product descriptions and participate in educational opportunities
* Collaborate with licensed insurance agents to provide quality customer care and resolve complex issues
* Manage communications by diligently tracking and recording outcomes of customer calls/online chats/emails to ensure timely responses
* Review job aids and effectively communicate with team members to gather all required data necessary for resolution to service requests
* Explain insurance products, processes, and policy details to customers in a clear and concise manner
* Process policy changes, including updates to coverage, beneficiaries, and personal information
* Handle billing inquiries and assist customers with premium payments or payment arrangements
* Identify cross-selling and upselling opportunities when appropriate, referring customers to licensed agents for further assistance
* Maintain customer confidentiality and adhere to all company and industry compliance standards
* Utilize various software systems and databases to access and update customer information efficiently
* Participate in team meetings and contribute ideas for process improvements and enhanced customer satisfaction
* Adapt to changing policies, procedures, and technologies in the insurance industry to provide up-to-date and accurate information to customers

Qualifications
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)

• Prior Healthcare/Insurance experience preferred.

• 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.

• Must have flexibility to return to site as required by the business.

• 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.

• 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.

• Must be able to pass a criminal background check and drug test as needed.

Additional Information
Our employees enjoy:

• 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

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