Customer Service Representatives Financial Services

•  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.

Qualifications :

Educational Requirements

High school diploma or GED

General Knowledge Skills & Abilities

• 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

Additional Information :

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.
At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Remote Work :

Yes

Employment Type :

Full-time