Company 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 37 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

Job Description

As member of one of the largest Absence Management team you will be accountable for the day-to-day Absence Leave Management for multiple employers.  You will make claim decisions and respond to claimant, employer, and client queries via phone and email within defined KPIs (decision and response time, quality, and customer satisfaction). This role interacts with client team members, employers,  employees, and other contacts for absence claim determination​

We are looking for a dynamic, organized self-starter to join our new Leave Management Team located in Jamaica. The Leave Specialist on the Absence Management Team in Jamaica will work closely with Claimants, Employers and Sutherland Client to provide Leave Management support to Client’s Employers and Employees in North America.  We have an immediate need for dedicated professionals to join our Absent Management Team, as the first point of contact for Employees, Managers and the Client. Deliver highest standards of service in any customer interaction and ensuring an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources.

Responsibilities:

Manage absence workflow from intake, missing information gathering, and eligibility determination from adjudication to decisionHandle Leave queries and processing received through customer platform, phone, and emailMake claim determination and follow-up activities within program timeliness and quality standardsRespond to queries regarding policies and programs including benefits, attendance, payroll deductions, etc.Adhere to defined processes and ensure delivery in accordance with Key Performance Indicators (KPI)Thorough knowledge of policies & processes for multiple Employer groupsEnsure the Service level are achieved at all times for Leave Management ProcessesIntegrity and discretion in dealing with sensitive information and ensure data privacy at all timesTake ownership for query resolution and individual metrics

 

QualificationsMinimum four to five CXC subjects including English Language.Minimum of 1-year direct customer interaction via phone and emailWorks well in a metric driven environmentAbility to think critically and interpret eligibility requirements based on guidelines and rules, qualifiers, defined limits, etc.Understand exception scenarios and drive timely closures/resolution.Excellent customer service skills; exhibiting empathy while adhering to business guidelinesStrong basic math skillsStrong attention to detail and good interpersonal skillsStrong decision making and problem-solving skillsAble to work independently with less supervision to complete assigned work tasks within established time frameProficient with Microsoft applications (word, outlook, etc)Application of phone and email etiquettes in customer interactionsStrong listening, understanding, and receptive skills to ensure positive customer experience for claimants/employeesAbility to draft and exchange communication with right messaging compliant with state regulations and customer proceduresStrong research and factfinder to be able to articulate claim ineligibility with reasoning clearlyAbility to multi-task, with a demonstrated ability to work in a fast-paced environment handling a large volume of caseloadMust be willing to do drug test and background check

 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.