{"id":3409379,"url":"https://alion.io/job/sutherland-customer-service-associate-3","title":"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":81,"open_postings":47,"ghost_share":0,"stale_share":0.957,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-31T05:58:55Z"}},"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":["Tulsa, United States"],"countries":["US"],"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":[],"status":"live","first_seen_at":"2026-10-28T13:36:27Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T20:02:26Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"At Sutherland, you can grow your own way, do interesting things, and be yourself. Our teams thrive in an environment of diversity of thought, experiences, and background - we celebrate and embrace our diversity, whole-heartedly.\nServe as the primary point of contact for our banking customers, providing customer service and support for routine banking inquiries related online banking, account maintenance, and other standard requests. Focus on accurate, efficient first-call resolution while recognizing issues that require escalation.\n Respond to inbound customer inquiries regarding products, account balances, transaction history, interest rates, and general product information.\nPerform customer identity verification and follow required security, privacy, and compliance procedures.\nAssist customers with online banking enrollment, password resets, account unlocks, navigation, and basic technical support.\nCreate and route cases for requests that require additional processing or research, including account maintenance, account closures, money movement, fraud/disputes, complaints, and other service requests.\nAccurately document customer interactions, requests, actions taken, and required follow-up.\nUse available tools, procedures, and resources to resolve routine customer issues and identify when escalation to a senior agent or specialized support team is required.\nMaintain professional phone etiquette and provide a positive customer experience, including when handling difficult or sensitive situations.\nMeet established performance expectations, including quality, accuracy, schedule adherence, productivity, and customer service standards.\nWork effectively both independently and as part of a team.\nPerform other related duties as assigned.\n Call center experience preferred\nBanking experience preferred\nHigh school diploma or GED\nExcellent verbal and written communication skills.\nStrong customer service, active listening, and customer empathy skills.\nBasic problem-solving skills and strong attention to detail.\nBasic computer proficiency and ability to navigate and multitask across multiple systems.\nProfessional phone etiquette and ability to communicate clearly with customers.\nAbility to learn basic banking terminology, deposit products, online banking processes, and case documentation standards.\nAbility to follow data privacy, security, regulatory, and operational procedures.\nAdaptability, accountability, teamwork, time management, and professionalism.\n EEOC and Veteran Documentation\nDuring employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.\nAt times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all\nAdministrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.\nPlease note: YOUR COOPERATION IS VOLUNTARY. 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Docs: https://alion.io/developers"}}