Collections Operations Specialist

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.

Sutherland is seeking a motivated and passionate person to join us as a Collections Operations Specialist. 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!

Collections Operations Specialist in this role get to: Be the Point of Contact answer inbound and outbound calls to provide exceptional customer service to clients.

Cultural Values:

1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.

2. Minimalist - we are spartan in our design, in our code, and even in our processes.

3. Speed of execution - we move fast & value decisiveness. We think speed drives quality.

Responsibilities

• Collect payments on past-due accounts.
• Contact DQ customers daily via SMS, Email, and outbound calls.
• Ability to negotiate with the customer to make a payment
• Collecting data on the reason why they went DQ
• Able to use tools such as Zendesk, Asana, Google Drive, and email.

Qualifications:

• 2-3 Years of experience in collections and recovery (Mortgage or Credit Cards)
• Experience in financial services or related industries (mortgage experience preferred)
• Superb communication, collaboration, and problem-solving skills
• Proficiency, speed, and accuracy in written communication
• Fluency, clarity, and good diction in English
• Great organizational skills & time management abilities
• Experience using customer communication and task management programs, Zendesk Google Drive, and
• Email Ability to interpret data and conduct research for specific tasks
• Ability to effectively interact with customers and internal stakeholders.
• Attention to detail and accuracy in documenting.
• Ability to work independently and handle a high volume of tasks.
• Bachelor's Degree or comparable work experience in financial services
• Flexibility to work US Pacific time 8 AM to 7 PM (with a 1-hour break time in between)

• Must be at least 18 years or older.
• 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) OR or a U.S. high school diploma or GED.
• Must be able to pass a criminal background check.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must successfully pass English Language written assessments.
• Consistency in performance and an "I can and will win attitude".
• 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.
• 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 have basic computer skills with the ability to navigate and manipulate a computer system.
• 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.

• No commitments that will impact your ability to commit to work for the next 18 - 24 months

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 whether onsite or in work at home.
• 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.

As 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.