Customer Service Representatives / Financial Services

Sutherland•Louisville, KY

11d•Remote

About The Position

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. We are seeking skilled Technical Support Specialists with a strong troubleshooting background to deliver exceptional customer experiences. This role requires technical knowledge, strong problem-solving skills, and the ability to support customers with a wide range of device, network, and service issues. Provide customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalate more technical product-related issues to proper product support department. Process a high volume of consumer inquiries about banking products and services and resolves a targeted percentage of those inquiries. Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources to determine how to resolve the customer issues. When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge. Track and document inbound support requests and ensures proper notation of customer issues. Update customer information and ensures accurate entry of contact information. Meet standards of job, such as quality standards, adherence to schedule and average handle time. May provide guidance and/or mentoring to less experienced peers. Other related duties assigned as needed. What We offer: Competitive pay, 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.

Requirements

High school diploma or GED
At least one year of call center experience
At least one year of customer service experience
Knowledge of the banking products, services and business operations to enable resolution of customer inquiries
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills
Computer navigation and operation skills
Demonstrates effective people skills and sensitivities when dealing with others
Ability to work both independently and in a team environment

Responsibilities

Provide customer support by phone, email or instant message to consumers.
Serves as primary contact for inbound customer issues.
Escalate more technical product-related issues to proper product support department.
Process a high volume of consumer inquiries about banking products and services and resolves a targeted percentage of those inquiries.
Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources to determine how to resolve the customer issues.
When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource.
Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
Track and document inbound support requests and ensures proper notation of customer issues.
Update customer information and ensures accurate entry of contact information.
Meet standards of job, such as quality standards, adherence to schedule and average handle time.
May provide guidance and/or mentoring to less experienced peers.
Other related duties assigned as needed.

Benefits

Competitive pay
generous flexible vacation policy
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.