Customer Service Representative – Financial Services

Role Overview

• Serve as the primary point of contact for inbound customer inquiries via phone, email, or chat
• Process a high volume of consumer inquiries related to client banking products and services
• Troubleshoot customer problems by identifying root causes and utilizing available tools, systems, and knowledge resources
• Accurately document all customer interactions, case details, and resolutions in the designated CRM/ticketing system
• Update and verify customer information
• Escalate unresolved, complex, or technical issues to the appropriate department or senior associate
• Follow up on escalated issues with coaching and mentoring support
• Demonstrate ownership of customer issues from initial contact through resolution or escalation
• Maintain up-to-date knowledge of client products, procedures, banking regulations, and policy updates through ongoing training and self-study
• Meet or exceed established performance standards including quality scores, schedule adherence, average handle time (AHT), and customer satisfaction (CSAT) targets
• Work flexible schedules as assigned

Requirements

• High School Diploma or equivalent
• Minimum 6 months of customer service or call center experience
• 1+ year in financial services or banking (preferred)
• Strong English communication skills
• Typing speed of 30+ WPM with high accuracy
• Ability to navigate multiple systems simultaneously
• Flexibility to work assigned or rotational shifts

Benefits

• generous flexible vacation policy
• 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