Customer Service Representatives

Sutherland • Atlanta, GA

23h • Remote

About The Position

As a digital transformation company and Great Place to Work certified, Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. They work with some of the world’s most known brands across various industries. In this role, you will handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts. This includes handling a variety of customer inquiries, analyzing payment history/notes, and communicating statuses to customers. The hours of operation are Monday-Friday, 7AM-7PM CST (no weekends). The position involves reviewing customer contracts, advising customers on account statuses (open/closed), providing information regarding titles (state to state transfers, title protection), assisting with information on optional products, and helping customers with extensions and deferrals when they are unable to pay. You will also be responsible for taking payments, reviewing history/notes, clearly communicating account statuses, maintaining accurate records of customer interactions, and recommending appropriate solutions by analyzing customer accounts. The role requires comfort with manual calculations and handling multiple systems simultaneously. Sutherland provides leading technologies, systems, and a dedicated team of leaders and peers for support.

Requirements

• Excellent verbal and written communication skills
• Strong multitasker
• 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
• Excellent Internet connectivity: Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
• Hardwired internet access - wireless and/or satellite Internet Service Providers are not compatible with our systems
• Productive, quiet and distraction-free, secure place to work
• A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications

Responsibilities

• Handle maintenance, collection and liquidation activities for an assigned portfolio of accounts
• Handle a variety of customer inquiries
• Analyze payment history/notes
• Communicate statuses to customers
• Review customer contract, including but not limited to, voluntary surrender, Principal and Interest breakdown for their payments and account, Total Loss process
• Advise the customer of their account open and closed accounts
• Give customer information regarding the status of their titles including but not limited to; state to state transfers, title protection
• Assist customer with information on all optional products
• Assist customer with extensions and deferral in times that may not be able to pay
• Take payments and review history/notes and clearly communicate account statuses to customers
• Maintain accurate records of customer interactions, including any issues that arise and their resolution
• Recommend appropriate solutions to customers by analyzing their accounts
• Be comfortable with manual calculations
• Be comfortable handling multiple systems at one time

Benefits

• Competitive rate of $14/hour
• Medical, dental and vision benefits
• Paid training
• Generous PTO (Global Flexible Vacation Policy)
• Additional pay incentives
• Monthly rewards & recognition programs
• Advancement opportunities – 80% of our frontline leaders have been promoted from within
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees