Customer Service Representative, Financial Services

Summary

Join Sutherland, a digital transformation company, as a customer service representative to support a multinational corporation providing financial products and services. You will handle inbound customer inquiries, resolve basic support issues, and work from home.

Requirements

• 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

Responsibilities

• Provide customer support by phone, email or instant message to consumers
• 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

Benefits

• Competitive pay starting at $18/hour
• Generous flexible vacation policy
• 401k
• Paid training, coaching, development and career planning
• Medical, dental, and vision benefits; EAP, health and wellness programs, and more