Banking & Retail Customer Service Associate

About the role

Sutherland is looking for motivated Banking & Retail Customer Service Associates to handle inbound calls, respond to emails, and provide exceptional service to consumers regarding products, payments, and account maintenance.

Key responsibilities

• Answer inbound calls and respond to customer emails.
• Process payments, update and maintain customer information in the system.
• Upsell new products or services when appropriate.
• Research information using available resources and route calls to the appropriate department.

Required profile

• At least 18 years old with a minimum of 2‑3 CXC/GCE subjects including English, or a U.S. high school diploma/GED.
• Valid government ID, TRN and NIS card.
• Flexible availability to work any shift, including weekends and public holidays.
• Ability to pass a criminal background check and drug test.

Required skills

• Basic Microsoft Office (Outlook, Word, Excel) proficiency.
• Experience with CRM applications.
• Typing speed of 30+ WPM with 80% accuracy.
• Strong troubleshooting and technical problem‑solving abilities.

What we offer

• Competitive base pay with incentives, overtime and shift differentials.
• Annual merit increases, paid training, and career development opportunities.
• Health and life insurance, paid vacation and sick leave.
• Lunch subsidies, transportation/shuttle services, and on‑site medical suite.
• Referral program and recognition awards.