Company Description:
Delivering Digital Outcomes. Driving Real Impact.
Sutherland is the preferred digital transformation partner for iconic brands worldwide, unlocking new value for their business, people, and customers.
The Customer Service Associate is an entry-level position responsible for providing professional, efficient, and empathetic support to banking customers via telephone, email, and chat in a work-from-home environment. The associate handles a high volume of inbound inquiries related to banking products and services, including account management, transactions, billing, payments, and card-related concerns.
Working under close supervision, the associate follows standard scripts and procedures to resolve routine customer issues, accurately documents all interactions, and escalates complex matters to senior associates or specialized departments. This role requires strong communication skills, attention to detail, and the ability to navigate multiple banking systems simultaneously while maintaining compliance with client policies, data protection standards, and regulatory requirements.
Job Description:
- 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.
What You’ll Bring to the Role:
- A commitment to delivering high-quality service
- The ability to manage time and calls effectively
- Strong reliability and adherence to schedule
- A focus on customer satisfaction
- Attention to detail in documentation and case tracking
What We offer:
- $18.00/hr - 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.
Qualifications:
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
What We’re Looking For
- 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
Additional Information:
All your information will be kept confidential according to EEO guidelines.
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.
