Customer Service Associate On-site

Sutherland•Tulsa, OK

3d•Onsite

About The Position

At Sutherland, teams work in an environment that celebrates diversity of thought, experience, and background. The Customer Service Associate serves as the primary point of contact for banking customers, providing support for routine inquiries about online banking, account maintenance, and other standard requests. The role focuses on accurate, efficient first-call resolution while recognizing when an issue requires escalation. This position is performed on-site.

Requirements

High school diploma or GED.
Excellent verbal and written communication skills.
Strong customer service, active listening, and customer empathy skills.
Basic problem-solving skills and strong attention to detail.
Basic computer proficiency and ability to navigate and multitask across multiple systems.
Professional phone etiquette and ability to communicate clearly with customers.
Ability to learn basic banking terminology, deposit products, online banking processes, and case documentation standards.
Ability to follow data privacy, security, regulatory, and operational procedures.
Adaptability, accountability, teamwork, time management, and professionalism.

Nice To Haves

Call center experience preferred.
Banking experience preferred.

Responsibilities

Respond to inbound customer inquiries about products, account balances, transaction history, interest rates, and general product information.
Verify customer identity and follow required security, privacy, and compliance procedures.
Help customers enroll in online banking, reset passwords, unlock accounts, navigate online banking, and resolve basic technical issues.
Create and route cases for requests requiring additional processing or research, including account maintenance, account closures, money movement, fraud or disputes, complaints, and other service requests.
Accurately document customer interactions, requests, actions taken, and required follow-up.
Use available tools, procedures, and resources to resolve routine issues and identify when escalation to a senior agent or specialized support team is needed.
Maintain professional phone etiquette and provide a positive customer experience, including when handling difficult or sensitive situations.
Meet established expectations for quality, accuracy, schedule adherence, productivity, and customer service.
Work effectively independently and as part of a team.
Perform other related duties as assigned.