Customer Service Representatives- Remote

Sutherland • Atlanta, GA

5d • Remote

About The Position

Customer Service Representatives handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts. The role includes responding to customer inquiries, reviewing account payment history and notes, and communicating account statuses. Representatives review customer contracts and explain topics such as voluntary surrender, principal and interest breakdowns, and the total loss process. They also provide account and title information, explain optional products, assist with payment extensions and deferrals, and take payments. The role requires maintaining accurate records, analyzing accounts, recommending appropriate solutions, performing manual calculations, and using multiple systems at once.

The position is remote. The employer provides equipment, and employees must have reliable hardwired internet access and a quiet, secure, distraction-free workspace. A smartphone (iOS or Android) no older than four years is also required for the company communications app. The stated hours of operation are Monday through Friday, 7 a.m. to 7 p.m. CST, with no weekends.

Requirements

• Excellent verbal and written communication skills.
• Strong multitasking ability.
• Strong attention to detail.
• Drive to solve problems and meet goals.
• Familiarity with Microsoft Office tools.
• Experience in customer service.
• High school diploma or equivalent.
• Comfort with manual calculations.
• Comfort handling multiple systems at once.
• Internet access with speeds of at least 2 Mbps upload and 10 Mbps download.
• Hardwired internet access; wireless and satellite internet providers are not compatible with the systems.
• A productive, quiet, distraction-free, secure place to work.
• A smartphone running iOS or Android, four years old or newer, that can be used to download the company communications app.

Responsibilities

• Handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts.
• Respond to customer inquiries and review payment history and account notes.
• Review customer contracts, including voluntary surrender, principal and interest breakdowns, and the total loss process.
• Advise customers about their accounts, including open and closed accounts.
• Provide customers with information about title status, including state-to-state transfers and title protection.
• Provide information about optional products.
• Assist customers with extensions and deferrals when they may be unable to pay.
• Take payments and clearly communicate account statuses to customers.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Analyze customer accounts and recommend appropriate solutions.

Benefits

• Medical, dental, and vision benefits.
• Paid training.
• Generous PTO, with a Global Flexible Vacation Policy mentioned.
• Additional pay incentives and monthly rewards and recognition programs.
• Advancement opportunities; the posting states that 80% of frontline leaders have been promoted from within.
• Employee discounts.
• EAP and health and wellness programs, including access to a personal trainer dedicated to Sutherland.
• Company-provided equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED