{"id":1976396,"url":"https://alion.io/job/sutherland-banking-collections-and-customer-service-associate","title":"Banking Collections and Customer Service Associate","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":45,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portmore, Jamaica"],"countries":["JM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-06T19:45:22Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-22T02:44:58Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"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.\nSutherland 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.\n Are you an excellent verbal and written communicator, and a great listener? Do you thrive on a team that's focused on finding the best solutions for customers? Can you remain kind and supportive when customers share their concerns about their loan? Do you have prior collections, sales or customer service experience?\nWe are seeking a motivated and passionate Loan Collections and Customer Service Advisor to join us! If you are looking to build a fulfilling career, and the description above resonates with you, we want to work with you!\nEssential Duties in this role:\nAssociates handle inbound or outbound calls with existing customers. Associates should educate customers on account status, attempting to solve customer problems and/or attempting to secure a payment or make payment arrangements. The goal is to help our customers build and retain a strong credit standing and maintain a customer for life.\nProvide excellent customer service to customers who need assistance in meeting their contract obligations due to unexpected financial obligations.\nContact or attempt contact with customers who are delinquent.\nOvercome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities.\nMaintain positive working relationships with the Loan Servicing team. \nMeet or exceed production goals \nPerforms other related duties as assigned\nWhat Kind of Associates Are We Looking for?\nAgile in a fast-past environment.\nYou embody excellent customer service.\nTeam oriented and people-oriented.\nCritical thinker and quick learner.\nHas good active listening skills.\nProfessional and persuasive communication and negotiation skills\nPassionate and goal-oriented\nPositive emotional resilience and emotional intelligence.\nMust be self-motivated with strong decision-making and problem solving abilities\nFlexible and committed to overall goals.\n Our most successful candidates will have: -\nMust be 18 years or older.\n A minimum of 3-4 CXC/GCE/City & Guilds subjects inclusive of English Language, or a U.S. high school diploma or GED. (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).\n Must have a valid (not expired) government issued ID, TRN and NIS card.\nMust be able to pass a criminal background check and drug test as needed.\n Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).\nMust be able to train and / or work onsite.\nDemonstrated ability to perform at a high level, to support our high volume of inbound calls.\nExperience in customer service is an asset and preferred.\nGood systematic problem solving ability , using sound business judgment, and following through on commitments to customers.\nThe ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.\nExcellent attention to detail.\nSee through the eyes of the customer.\nExcellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.\nThe ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.\nAbility to effectively organize, prioritize, multi-task and manage time.\nMulti-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.\nBasic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.\nMust be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.\nInspire confidence and positively influence the behaviour, actions, and thoughts of others.\n\n Our employees enjoy:\nCompetitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.\nAnnual merit increase based on performance.\nPaid Training whether onsite or in work at home.\nDiscounts for several corporate and retail partners for services and products once Sutherland ID is presented.\nExcellent training and supervisory support - to help you feel comfortable servicing our customers.\nCompetitive Salary with attractive and attainable PBI structure.\nPaid vacation and sick leave annually.\nExceptional Health and Life Insurance Plan\nLunch benefits and subsidy.\nOnsite lunch concessionaire at reduced rates.\nTransportation/ Shuttle Services \nFree On-site medical suite with nurse and medical doctor.\nDaily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.\nPaid referral program\nCareer development & growth opportunities for advancement.\nExcellent Reward and recognition programs\nAs 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.","description_format":"text","description_chars":6167,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-06T21:33:55Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":1,"p_active":0.536,"p_room":0.9,"age_days":14,"expected_fill_days":21,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/sutherland-banking-collections-and-customer-service-associate","json_url":"https://alion.io/job/sutherland-banking-collections-and-customer-service-associate.json","meta":{"generated_at":"2026-10-22T03:05:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2747,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-banking-collections-and-customer-service-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsutherland-banking-collections-and-customer-service-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsutherland-banking-collections-and-customer-service-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sutherland-banking-collections-and-customer-service-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-banking-collections-and-customer-service-associate"}]}