CallCenterNinjaWe are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
The Claims Customer Service Representative serves as a primary point of contact for beneficiaries, families, and representatives reporting life and annuity death claims. This role requires a high level of compassion, empathy, and active listening, as callers are often navigating emotionally difficult situations. The representative independently handles routine and increasingly complex inquiries, provides clear guidance on next steps, and ensures a respectful, supportive, and accurate claims experience from first contact through resolution. The role also requires the ability to balance emotional sensitivity with efficiency, accuracy, and regulatory compliance.
The Life Insurance Customer Service Representative serves as a primary point of contact for policyowners, agents, and internal partners regarding life insurance products and services. This role handles a high volume of inbound calls and requires strong product knowledge, attention to detail, and the ability to clearly explain complex life insurance concepts. The representative independently manages routine and increasingly complex inquiries while delivering an efficient, accurate, and professional customer experience. The role also requires the ability to balance emotional sensitivity with efficiency, accuracy, and regulatory compliance.
Serve as the first point of contact for life and annuity death claims, responding with patience, empathy, and professionalism while actively listening to customer needs.
• Handle inbound life insurance customer service calls related to policy information, billing, beneficiaries, ownership changes, policy values, loans, withdrawals, and general service requests.
• Handle inbound calls related to claim notification, documentation requirements, claim status, and general inquiries. • Clearly explain claims processes, required forms, timelines, and next steps in a calm, supportive, and easy-to-understand manner. • Research and review policy and claim information across multiple systems to provide accurate and timely responses.
• Serve as a knowledgeable point of contact, explaining complex life insurance products, provisions, and options in clear, customer-friendly language.
• Deliver routine work independently and manage increasingly complex inquiries by reviewing policy records and applying established procedures and guidelines.
• Research and analyze policy data across multiple systems to provide accurate, timely responses while meeting service and quality standards
• Apply critical thinking to interpret unique or non-standard customer situations, analyzing policy details, context, and customer needs to determine the most appropriate procedural path.
• Use sound judgment to adapt established procedures when scenarios fall outside typical patterns, recognizing exceptions and providing accurate, compliant, customer-focused solutions
• Document all customer interactions thoroughly and accurately, ensuring policy records are complete, current, and compliant.
• Apply sound judgment and discretion when handling confidential customer and policy information.
• Identify when issues require escalation and partner with senior team members or leadership to resolve complex situations.
• Meet or exceed established productivity, quality, and service level expectations in a fast-paced call-center environment.
• Support departmental and enterprise initiatives, including system changes, process improvements, and ongoing training.
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: ·
Required Skills & Capabilities:
Compassion, Listening, and Emotional Intelligence (Must-Have):
• Demonstrated ability to listen actively, respond empathetically, and communicate with sensitivity during emotionally charged conversations.
• Comfort supporting individuals experiencing loss, grief, or stress while maintaining professionalism and composure.
• Strong critical-thinking ability to interpret ambiguous scenarios, assess multiple data points, and determine correct procedural application. Core Professional Skills:
• Strong verbal and written communication skills, with the ability to explain complex information clearly and calmly. • Proven customer service experience handling complex or sensitive inquiries.
• Ability to work effectively in a fast-paced, call-center environment with consistent call volumes. • Strong organizational skills, attention to detail, and ability to multitask across systems.
• Ability to navigate non-standard customer situations by applying procedures thoughtfully rather than relying solely on scripted responses.
• Demonstrated judgment in situations requiring evaluation beyond predefined workflows or standard call types.
• Sound judgment and decision-making skills, with appropriate escalation when needed.
Our employees enjoy:
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.