Role & responsibilities
Process complex advantage 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 solid 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