Note: The job is a remote job and is open to candidates in USA. Sutherland is a digital transformation partner for iconic brands worldwide, and they are seeking a Customer Service Associate to provide professional support to banking customers. This role involves handling inbound inquiries related to banking products and services while ensuring compliance with client policies and data protection standards.
Responsibilities
- Serve as the primary point of contact for inbound customer inquiries via phone, email, or chat, delivering courteous and timely assistance on banking products, account services, and transaction-related issues
- Process a high volume of consumer inquiries related to client banking products and services, resolving a targeted percentage of issues at first contact
- Troubleshoot customer problems by identifying root causes and utilizing available tools, systems, and knowledge resources to determine appropriate resolutions
- Accurately document all customer interactions, case details, and resolutions in the designated CRM/ticketing system in compliance with company and data protection standards
- Update and verify customer information, ensuring accurate entry of contact details, account changes, and service requests
- Escalate unresolved, complex, or technical issues to the appropriate Product Support department or senior associate within established timeframes
- Follow up on escalated issues with coaching and mentoring support to learn appropriate solutions and expand overall product and process knowledge
- Demonstrate ownership of customer issues from initial contact through resolution or escalation, ensuring a positive customer experience
- Maintain up-to-date knowledge of client products, procedures, banking regulations, and policy updates through ongoing training and self-study
- Meet or exceed established performance standards including quality scores, schedule adherence, average handle time (AHT), and customer satisfaction (CSAT) targets
- Work flexible schedules as assigned, including rotational shifts, to ensure adequate coverage across service hours
Skills
- High School Diploma or equivalent
- Minimum 6 months of customer service or call center experience
- Strong English communication skills
- Typing speed of 30+ WPM with high accuracy
- Ability to navigate multiple systems simultaneously
- Flexibility to work assigned or rotational shifts
- 1+ year in financial services or banking
Benefits
- $18.00/hr - 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
Company Overview
- Sutherland is a digital transformation company that provides business process and technology management services. It was founded in 1986, and is headquartered in Pittsford, New York, USA, with a workforce of 10001+ employees. Its website is https://www.sutherlandglobal.com.
Company H1B Sponsorship
- Sutherland has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 1 in 2023, 5 in 2022, 7 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.