Role & responsibilities

We are seeking a Subject Matter Expert (SME) in Benefits Administration to support operations, quality, and process excellence for U.S. insurance benefits administration and health care. The SME will serve as the goto expert for complex cases, training, escalations, and workflow improvements across a voice/blended environment.

Key Responsibilities

- Escalation Handling Resolve complex customer issues received via calls, email, or workflow queues.
- Quality & Compliance Ensure adherence to ERISA, HIPAA, ACA, COBRA, and internal audit standards.
- Process Support — Identify gaps, recommend improvements, and support SOP updates.
- Training & Coaching — Conduct refreshers, calibrations, and knowledge sessions for new and existing team members.




- Operational Support — Assist TL/AM with performance insights, RCA, and workflow management.
- Open Enrollment Support — Provide expert guidance during OE, including testing, communication, and issue resolution.

Preferred candidate profile

- 4–6 years of experience in U.S. perks administration or healthcare insurance operations.
- Should have Insurance Healthcare or Benefit administration experience with voice calling US geo.
- Strong understanding of eligibility, enrollments, documentation of medical records, QLEs, life/disability intake, and plan rules.
- Experience in voice or blended processes.

📌 Subject Matter Expert (Kochi)
🏢 Sutherland
📍 Kochi