Customer Service Representatives / Financial Services

Sutherland is a digital transformation partner for iconic brands worldwide, and they are seeking a Customer Service Associate to provide support to banking customers. The role involves handling a high volume of inquiries related to banking products and services, resolving issues, and ensuring a positive customer experience.

Responsibilities:

• Serve as the primary point of contact for inbound customer inquiries via phone, email, or chat, delivering courteous and timely assistance on banking products, account services, and transaction-related issues
• Process a high volume of consumer inquiries related to client banking products and services, resolving a targeted percentage of issues at first contact
• Troubleshoot customer problems by identifying root causes and utilizing available tools, systems, and knowledge resources to determine appropriate resolutions
• Accurately document all customer interactions, case details, and resolutions in the designated CRM/ticketing system in compliance with company and data protection standards
• Update and verify customer information, ensuring accurate entry of contact details, account changes, and service requests
• Escalate unresolved, complex, or technical issues to the appropriate Product Support department or senior associate within established timeframes
• Follow up on escalated issues with coaching and mentoring support to learn appropriate solutions and expand overall product and process knowledge
• Demonstrate ownership of customer issues from initial contact through resolution or escalation, ensuring a positive customer experience
• 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, including rotational shifts, to ensure adequate coverage across service hours

Requirements:

• High School Diploma or equivalent
• Minimum 6 months of customer service or call center experience
• 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
• 1+ year in financial services or banking
• Strong customer focus with a passion for helping others
• Clear and professional communication (verbal & written)
• Problem-solving skills with the ability to find the right solution quickly
• Empathy and the ability to stay calm under pressure
• Comfortable navigating multiple systems and tools
• High attention to detail and accuracy
• Good time management and ability to multitask
• Team player with the ability to adapt in a fast-paced environment