Customer Service Representatives- Financial

• 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