Sutherland Global Services Hiring for Customer Service Representatives / Financial Services – Remote at Dover, Delaware Full Time

Are you curious, motivated, and forward-thinking? Do you have an interest or a background in providing support to customers of banking and/or financial organizations? Do you enjoy a job where every day is different and where you learn with each new call?

Join Us.

We’re Sutherland, and we’re now hiring customer service reps to help us support a new client, a multinational corporation providing a wide range of financial products & services. Specifically, you will handle inbound customer inquiries and resolve a variety of basic support issues, such as researching, troubleshooting and processing address changes, customer orders, and/or billing/payments/disputes. You will be responsible for documenting all your work, and escalating calls to an appropriate Product Support Specialist as needed.

Since we provide service to global customers, our center is open 24/7. These are work from home opportunities.

What you’ll do:

General Duties & Responsibilities

• Provide customer support by phone, email or instant message to consumers. Serves 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 resolves a targeted percentage of those inquiries.

• Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources to determine how to resolve the customer issues.

• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.

• Track and document inbound support requests and ensures proper notation of customer issues.

• Update customer information and ensures 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.

What We offer:

• Competitive pay starting at $18/hour, 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, and we ask you to provide reliable, hard-wired internet service and a quiet, distraction-free place to work.

Educational Requirements

High school diploma or GED

General Knowledge, Skills & Abilities

• 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

About Us

Sutherland, recently recognized as a Great Place to Work in the US, is a digital transformation company, making digital processes feel more human for the customers that we serve. We have been helping customers globally, across industries from financial services to healthcare, entertainment to retail, insurance to gaming, and everything in between, provide exceptional experiences for their customers for over 35 years.

EEOC and Veteran Documentation

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

#SP

EEOC and Veteran Documentation

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.