Non-Licensed Insurance Customer Service Associate

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Empathy","Problem-solving","Organization","Multitasking"]

Serve as the first point of contact for insurance brokers and internal users, handling inbound phone, chat, email, and ticketing support. Assist with policy administration platform navigation, login/password issues, and process questions using approved knowledge articles and procedures. Create, update, and track support tickets, document customer interactions, follow escalation procedures, and meet quality, productivity, attendance, and customer service expectations in a high-volume environment.

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FursaFursa
Sutherland
Sutherland
1 day ago

Non-Licensed Insurance Customer Service Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as the first point of contact for insurance brokers and internal users, handling inbound phone, chat, email, and ticketing support. Assist with policy administration platform navigation, login/password issues, and process questions using approved knowledge articles and procedures. Create, update, and track support tickets, document customer interactions, follow escalation procedures, and meet quality, productivity, attendance, and customer service expectations in a high-volume environment.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Serve as the first point of contact for brokers and internal users via phone, chat, and email.
  • •Assist users with login, password, navigation, and general platform usage questions.
  • •Provide support using approved knowledge articles, job aids, and documented procedures.
  • •Create, update, and track support tickets accurately and efficiently while documenting customer interactions in the appropriate systems.
  • •Follow escalation procedures, monitor open cases, and complete training, coaching, and continuous learning activities to meet quality and productivity expectations.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeaveOvertime PayCommuter BenefitsMedical SuiteReferral ProgramMeal AllowanceDiscounts

Key Requirements

  • •Must be 18 years or older.
  • •Must have a minimum of 3-4 CXC/GCE/City & Guilds subjects inclusive of English Language (or a U.S. high school diploma or GED), with 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.
  • •Preferred: 1 year of BPO/customer service experience with B2B support, CRM/ticketing experience, and exposure to insurance or financial services.
Experience:BPOCall centerInsuranceFinancial services
Education:High School in CXC/GCE/City & Guilds (inclusive of English Language), or U.S. high school diploma or GED; includes specified proof qualifications
Skills:CommunicationEmpathyProblem-solvingOrganizationMultitasking
Languages:English
Tech Stack:CRMTicketingMicrosoft OfficeOutlookWordExcel

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor