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[Hiring] Customer Service Representatives / Financial Services @Sutherland

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Role Description

This role requires technical knowledge, strong problem-solving skills, and the ability to support customers with a wide range of device, network, and service issues.

  • Provide customer support by phone, email or instant message to consumers.
  • Serve as primary contact for inbound customer issues.
  • Escalate more technical product-related issues to proper product support department.
  • Process a high volume of consumer inquiries about banking products and services and resolve a targeted percentage of those inquiries.
  • Troubleshoot customer issues, identify root cause of the issue, and use tools and resources to determine how to resolve the customer issues.
  • When unable to resolve problems in a reasonable amount of time, escalate to appropriate resource.
  • Follow up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
  • Track and document inbound support requests and ensure proper notation of customer issues.
  • Update customer information and ensure accurate entry of contact information.
  • Meet standards of job, such as quality standards, adherence to schedule, and average handle time.
  • May provide guidance and/or mentoring to less experienced peers.
  • Other related duties assigned as needed.

Qualifications

  • High school diploma or GED
  • At least one year of call center experience
  • At least one year of customer service experience
  • Knowledge of the banking products, services, and business operations to enable resolution of customer inquiries
  • Excellent customer service skills that build high levels of customer satisfaction
  • Excellent verbal and written communication skills
  • Computer navigation and operation skills
  • Demonstrates effective people skills and sensitivities when dealing with others
  • Ability to work both independently and in a team environment

Requirements

  • Reliable, hard-wired internet service
  • A quiet, distraction-free place to work

Benefits

  • Competitive pay, generous flexible vacation policy, and 401k
  • Paid training, coaching, development, and career planning
  • Medical, dental, and vision benefits; EAP, health and wellness programs, and more
  • Tremendous development & advancement opportunities – 80% of our frontline leaders have been promoted!
  • Employee Discounts
  • EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
  • We will provide all equipment
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