Customer Support Associate

Sutherland; Ernakulam; On-site; INR 420,000 - 600,000; Full time

Job summary

Sutherland in Kerala, India is hiring for L1/L2 Associate roles focused on US insurance processes. You will handle benefit administration tasks, review claims, contact providers, and ensure documentation is complete and compliant.

The role emphasizes strong communication skills, preference for US insurance voice experience, and experience with productivity/quality metrics. Training and knowledge sharing are part of the responsibilities.

Qualifications

• US Insurance voice experience is required or highly preferred
• Insurance domain experience or strong communication skills in contact center environments
• Experience with productivity and quality performance metrics
• Experience handling provider outreach or benefit-related support activities

Responsibilities

• Process complex benefit administration activities with minimal supervision
• Review claim documentation and determine appropriate next steps
• Contact providers and other stakeholders to obtain required information
• Manage follow-up activities and resolve outstanding requests
• Ensure compliance with quality, productivity, and service-level standards
• Identify and resolve processing exceptions
• Maintain accurate and complete documentation
• Support multiple product lines and workflows
• Assist with training, coaching, and knowledge sharing
• Escalate issues or exceptions to leadership when needed
• Recommend process improvements and efficiency opportunities

Job description

Role & responsibilities

• Process complex benefit administration activities with minimal supervision
• Review claim documentation and determine appropriate next steps
• Contact providers and other stakeholders to obtain required information
• Manage follow-up activities and resolve outstanding requests
• Ensure compliance with quality, productivity, and service-level standards
• Identify and resolve processing exceptions
• Maintain accurate and complete documentation
• Support multiple product lines and workflows
• Assist with training, coaching, and knowledge sharing
• Escalate issues or exceptions to leadership when needed
• Recommend process improvements and efficiency opportunities

Preferred candidate profile

L1 Associate (6 Months – 2 Years experience)

• Priority 1: Candidates with US Insurance voice experience.
• Priority 2: Candidates with insurance experience (any insurance domain) or candidates from other contact center industries who demonstrate strong communication skills.

L2 – Senior Associate (2+ Years experience)

• Candidates with Experience in contact center operations within US disability, leave administration, insurance, claims processing, healthcare operations domain and Strong communication skills.
• Experience working with productivity and quality performance metrics
• Experience handling provider outreach or benet-related support activities