Customer Service Representative - Remote

1w1 week ago

Sutherland

Atlanta, US · Full-time · $33,280 – $33,280

About this role

As a digital transformation company and Great Place to Work certified, Sutherland has helped global customers achieve agility and transform automated experiences for over 35 years. We support brands in banking, insurance, healthcare, retail, and more. In this remote role, handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts.

Manage a variety of customer inquiries by analyzing payment history and notes, then communicate account statuses clearly. Review customer contracts including voluntary surrender, Principal and Interest breakdowns, and Total Loss processes. Advise on open and closed accounts, title statuses like state-to-state transfers, optional products, extensions, and deferrals.

Work Monday-Friday 7AM-7PM CST with no weekends, using leading technologies and systems. Receive support from a dedicated team of leaders and peers. Equipment is provided, but maintain hardwired internet with 2 Mbps upload and 10 Mbps download speeds in a quiet workspace.

Perform manual calculations, handle multiple systems, and maintain accurate records of interactions and resolutions. Recommend solutions as an account specialist to provide the best information. Complete SHL testing upon application to advance.

Access advancement opportunities where 80% of frontline leaders are promoted from within. Enjoy paid training, generous PTO under the Global Flexible Vacation Policy, and health programs. Benefit from monthly rewards, recognition, and employee discounts.

Requirements

Excellent verbal and written communication skills and strong multitasker
Strong attention to detail
Drive to solve problems and meet goals
Familiarity with Microsoft Office tools
Experience in customer service
Comfortable with manual calculations and handling multiple systems
Hardwired internet with 2 Mbps upload and 10 Mbps download speeds
Smartphone (iOS or Android, 4 years old or newer) for company app

Responsibilities

Handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts
Review customer contracts including voluntary surrender, Principal and Interest breakdown, and Total Loss process
Advise customers of their open and closed accounts
Provide information on title statuses including state-to-state transfers and title protection
Assist customers with optional products, extensions, and deferrals
Take payments, review history/notes, and communicate account statuses
Maintain accurate records of customer interactions and resolutions
Recommend appropriate solutions by analyzing accounts and perform manual calculations