Merchant Banking Support Associate

About the role

Sutherland, a global provider of business process and technology management services, is hiring a Merchant Banking Support Associate in Kingston, Jamaica. The company offers account processing, digital banking, card issuer processing, payments, e-commerce, merchant acquiring and a cloud-based point-of-sale solution. Associates act as the point of contact for customers and help with billing, transaction authorization and account maintenance.

Key responsibilities

• Answer inbound calls and respond to inquiries about technical issues, products and services, payment processing and account maintenance.
• Help with billing and fees, authorization, deposit and funding of transactions, statements and 1099ks, and account maintenance.
• Provide customer service and solutioning, and may be encouraged to up-sell customers to new products or services.

Required profile

• Able to pass a criminal background check as needed; 18 years or older.
• Minimum of 3-4 CXC/GCE subjects including English, or a U.S. high school diploma or GED.
• Valid government-issued ID, TRN and NIS card.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Willingness to train and/or work onsite.
• Experience in customer service is an asset.

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel).
• Multi-tasking across several applications; CRM experience preferred.
• Troubleshooting and resolving technical issues.
• Excellent verbal and written communication, attention to detail and good problem-solving.

What we offer

• Competitive salary with base pay, incentives, overtime and shift differentials.
• Paid training, vacation and sick leave, health and life insurance.
• Lunch benefits, subsidized meals and free shuttle transport for early morning and late evening shifts.
• Onsite medical suite, discounts with corporate and retail partners, paid referral program and career development opportunities.