Job Description

We 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.

As a Non-Licensed Customer Service Associate, you will serve as the first point of contact for insurance brokers and internal users utilizing a policy administration platform. You will provide support through phone, chat, email, and ticketing channels by assisting users with system navigation, login issues, process questions, and basic support inquiries.

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.
• Document customer interactions and actions taken in the appropriate systems.
• Follow established escalation procedures for issues requiring additional support.
• Monitor open cases and provide timely follow-up communications.
• Meet quality, productivity, attendance, and customer service expectations.
• Participate in training, coaching, and continuous learning activities.
• Collaborate with team members and support teams to ensure positive customer experience.

Success Profile

The ideal candidate:

• Enjoys helping customers and resolving inquiries.
• Learns new systems and processes quickly.
• Can effectively manage multiple communication channels.
• Demonstrates strong organizational and follow-up skills.
• Follows documented procedures and established workflows consistently.
• Documents customer interactions accurately and completely, including notes, ticket creation, updates, and resolutions.
• Knows when to seek assistance and escalate issues appropriately.

Qualifications

ur 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, B2B support experience, CRM/ticketing experience, and exposure to insurance or financial services preferred.
• Prior experience handling sensitive or emotionally complex customer interactions strongly 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.

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.

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 vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

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.