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 Solid communication skills.
- Experience working with productivity and quality performance metrics
- Experience handling provider outreach or benet-related support activities

📌 Customer Support Associate (Kochi)
🏢 Sutherland
📍 Kochi