Technical Merchant Banking Support Associate

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.

Function: Customer Service
Experience Level: Not Applicable