Technical Merchant Banking Support Associate

Company Description:

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description:

Sutherland is seeking a motivated and passionate individual to join us as a Technical Merchant Banking Support Associate. We are a group of driven and hard-working professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

As a Technical Merchant Banking Support Associate, you will:

• Provide Exceptional Customer Service: Answer inbound calls and respond to inquiries about technical issues, banking products, and services. Offer solutions and perform general account maintenance.
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• Deliver Technical Support: Troubleshoot and resolve complex technical issues related to merchant banking systems, payment gateways, and point-of-sale (POS) devices.
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• Process Transactions: Handle various financial transactions, including payments, transfers, and account reconciliations, ensuring accuracy and compliance with banking regulations.
• Educate Clients: Explain merchant banking services, fees, and technical processes to clients, ensuring they understand how to effectively use our banking platforms and tools.
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• Upsell Products and Services: Identify opportunities to promote additional banking products or services that may benefit our merchant clients.
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• Maintain Security Protocols: Adhere to strict security measures to protect sensitive financial and personal information of our clients.
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• Collaborate with Internal Teams: Work closely with other departments such as IT, Compliance, and Sales to resolve complex issues and improve service delivery.
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• Stay Updated: Continuously learn about new banking technologies, products, and industry regulations to provide the most current and accurate information to clients.
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• Document Interactions: Maintain detailed records of all customer interactions, technical issues resolved, and follow-up actions in our CRM system.
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• Analyze and Report: Identify trends in customer inquiries and technical issues, and provide regular reports to management to improve our services and products.
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• Participate in Quality Assurance: Engage in call monitoring sessions and performance reviews to continuously improve your skills and maintain high-quality service standards.
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• Handle Escalations: Manage escalated issues professionally, working towards satisfactory resolutions for both the client and the bank.

Qualifications:

Our most successful candidates will have: - 

• Must be at least 18 years or older.
• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. 
• We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and work onsite.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Strong technical or troubleshooting skills required.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

Additional Information:

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.