Technical Merchant Banking Support Associate

About the role

Sutherland, a global provider of business process and technology management services, is hiring a Technical Merchant Banking Support Associate in Portmore, Jamaica. You will handle inbound calls and inquiries about technical issues, banking products and services, troubleshoot merchant banking systems and payment gateways, and support merchant clients.

Key responsibilities

• Answer inbound calls and respond to inquiries about technical issues, banking products and services, offering solutions and performing general account maintenance.
• Troubleshoot and resolve complex technical issues related to merchant banking systems, payment gateways and point-of-sale (POS) devices.
• Process payments, transfers and account reconciliations accurately and in line with banking regulations.
• Explain merchant banking services, fees and technical processes to clients, and identify upsell opportunities for additional products.
• Follow strict security protocols to protect client data, document interactions in the CRM, and report trends to management.
• Take part in quality assurance, call monitoring and performance reviews, and handle escalated issues professionally.
• Work with IT, Compliance and Sales teams and stay updated on banking technologies and regulations.

Required profile

• At least 18 years old, with a minimum of 3-4 CXC/GCE subjects including English, or a U.S. high school diploma or GED.
• Valid government ID, TRN and NIS card.
• Able to work any day and any assigned shift, including weekends and public holidays, and to train and work onsite.
• Experience in customer service is an asset; ability to handle a high volume of inbound calls is essential.
• Must pass a criminal background check and drug test as needed.

Required skills

• Strong technical or troubleshooting skills and ability to type over 30 WPM with 80% accuracy.
• Basic Microsoft Office (Outlook, Word, Excel) and CRM application experience preferred.
• Excellent verbal and written communication, multitasking and time management.

What we offer

• Competitive salary with incentives, overtime and shift differentials, plus annual merit increases.
• Paid training, vacation and sick leave, health and life insurance, and lunch benefits and subsidy.
• Discounts with corporate and retail partners, free shuttle transport and an on-site medical suite.
• Career development, referral program and reward programs.