Absence Management Associate
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 decision
• Handle Leave queries and processing received through customer platform, phone, and email
• Make claim determination and follow-up activities within program timeliness and quality standards
• Respond 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 groups
• Ensure the Service level are achieved at all times for Leave Management Processes
• Integrity and discretion in dealing with sensitive information and ensure data privacy at all times
• Take ownership for query resolution and individual metrics
Requirements
Function: Customer Service
Experience Level: Not Applicable