Customer Service Claims and Life Insurance Advisor

About the Position

We are hiring Customer Service Claims and Life Insurance Advisors for full-time positions. Join our global team at One Sutherland for a rewarding career in customer service.

Responsibilities

As a Claims Customer Service Representative, you will serve as a primary point of contact for beneficiaries, families, and representatives reporting life and annuity death claims. Your role will require a high level of compassion, empathy, and active listening, as callers are often navigating emotionally difficult situations. Key responsibilities include:

• Handling inbound life insurance customer service calls related to policy information, billing, beneficiaries, ownership changes, policy values, loans, withdrawals, and general service requests.
• Handling inbound calls related to claim notification, documentation requirements, claim status, and general inquiries.
• Clearly explaining claims processes, required forms, timelines, and next steps in a calm, supportive, and easy-to-understand manner.
• Researching and reviewing policy and claim information across multiple systems to provide accurate and timely responses.

As a Life Insurance Customer Service Representative, you will serve as a primary point of contact for policyowners, agents, and internal partners regarding life insurance products and services. Key responsibilities include:

• Handling a high volume of inbound calls and requiring strong product knowledge, attention to detail, and the ability to clearly explain complex life insurance concepts.
• Managing routine and increasingly complex inquiries while delivering an efficient, accurate, and professional customer experience.
• Researching and analyzing policy data across multiple systems to provide accurate, timely responses while meeting service and quality standards.
• Applying critical thinking to interpret unique or non-standard customer situations, analyzing policy details, context, and customer needs to determine the most appropriate procedural path.

Requirements

Core Skills:

• Compassion: Demonstrated ability to listen actively, respond empathetically, and communicate with sensitivity during emotionally charged conversations.
• Listening: Comfort supporting individuals experiencing loss, grief, or stress while maintaining professionalism and composure.
• Emotional Intelligence: Strong critical-thinking ability to interpret ambiguous scenarios, assess multiple data points, and determine correct procedural application.

Secondary 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.

Qualifications

• 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.
• 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.
• Prior experience handling sensitive or emotionally complex customer interactions strongly preferred.

We Offer

• 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.
• 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.

About the Company

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.