Company Description:
About Sutherland
Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
- Conduct outbound calls to provide a warm welcome to our customers
- Handle inbound and outbound follow-up calls supporting customer experience across payments, escrow, and account inquiries
- Deliver a high-quality, consistent customer experience across all interactions
- Proactively manage early-stage delinquency (0–29 DPD) accounts
- Apply critical thinking to solve complex customer issues
- Assisting the borrower with the steps in making loan payments.
- Adapt to changing policy and procedures
- Utilize learning materials in real-time during calls
- Identify opportunities to improve processes and customer journey
- Meet and/or exceed team, quality, and customer experience goals
Qualifications:
- 1+ years of experience in customer experience or similar role
- Proven track record of delivering strong customer outcomes
- Experience with early-stage delinquency preferred
- Experience in effective communication, helping a borrower that is in early-stage delinquency
- Strong problem-solving and critical thinking skills
- Comfortable in a fast-paced startup environment
- High level of integrity
- Excellent written and verbal communication skills
- Comfort learning new technologies (Loan Pro, FICS, Microsoft tools, Asana)
Additional Information:
All your information will be kept confidential according to EEO guidelines.
