Merchant Banking Support Associate

# 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 person to join us as a Merchant Support Associate. We are a group of driven and hard-working individuals. 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!

Merchant Support Associate in this role get to:

As a global provider of payments and financial services technology solutions, the Company provides account processing and digital banking solutions, card issuer processing and network services, payments, e-commerce, merchant acquiring and processing, and the a cloud-based point-of-sale solution.

Critical roles of the merchant processor include managing the authorization of transactions, managing daily capture of transactions (i.e batching all the authorized transactions at the end of the day through the networks for settlement), managing the relationship with the merchants, billing the merchant for processing services etc.

Associates are expected to help with billing and fees, authorization/deposit and funding of transactions, statements and 1099ks as well as account maintenance.

### Be the Point of Contact:

* Answer inbound calls to provide exceptional customer service and solutioning to consumers.
* Respond to inquiries about technical issues and finding resolutions, products and services, processing payments, or performing general account maintenance.
* Up-selling customers to new products or services may be encouraged.

## Qualifications

Our most successful candidates will have:

* Must be able to pass a criminal background check as needed.
* Must be 18 years and 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 / or 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.
* 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.
* 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.

## 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 at any location as needed.
* 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.