Customer Service Representatives Financial

Company Description This job is onsite in our Tulsa, OK office. Job Description 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 resolve a targeted percentage of those inquiries. Troubleshoot customer issues, identify root cause of the issue and use tools and resources to determine how to resolve the customer issues. When unable to resolve problems in a reasonable amount of time, will escalateto appropriate resource. Follow up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge. Track and document inbound support requests and ensure proper notation of customer issues. Update customer information and ensure 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 Qualifications High school diploma or GED At least one year of call center experience At least one year of customer service experience Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries Excellent customer service skills that build high levels of customer satisfaction Excellent verbal and written communication skills Computer navigation and operation skills Demonstrates effective people skills and sensitivities when dealing with others Ability to work both independently and in a team environment Additional Information All your information will be kept confidential according to EEO guidelines. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION. #J-18808-Ljbffr Sutherland