Customer Service Associate

Sutherland; Central Luzon; Presencial; PHP 201.000 - 279.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Paid time off

Vision, dental, and health benefits

Flexible scheduling

Performance incentives

Descripción de la vacante

Sutherland in Clark, Philippines is seeking a Customer Service Associate for our Mortgage Account to assist customers with account concerns and disputes, guide payment options, and ensure accurate resolution of credit-related issues while upholding compliance standards.

The role emphasizes excellent communication, mortgage/financial experience, and the use of AI tools like ChatGPT to verify outputs, with training provided and a supportive team environment across flexible scheduling and ongoing

Formación

• At least a High School graduate.
• Minimum of 1 year Mortgage/Collections/Financial experience.
• Excellent verbal and written communication skills.
• Hands-on experience using AI tools (e.g., ChatGPT) and good judgement to verify outputs.

Responsabilidades

• Provide excellent customer service by phone, addressing concerns or disputes regarding services offered.
• Explain account delinquency, collect required payments, and communicate the benefits of keeping the account current.
• Deliver accurate resolutions regarding customer account problems, credit terms, and payments.
• Work with customers on payment options and plans, and appropriately escalate disputes.
• Transfer calls to necessary groups as required by law.
• Accurately document all actions taken during each customer transaction.
• Be willing to work overtime as needed to meet service level requirements.
• Adhere to the provided shift schedule.
• Participate in team meetings, refresher trainings, seminars, and other program-related events.

Conocimientos

Verbal and written communication

AI tool experience

Educación

High School diploma

Herramientas

AI tools (ChatGPT)

Descripción del empleo

Customer Service Associate | PIONEER Mortgage | Clark

As a Customer Service Associate for our Mortgage Account, you’ll assist customers by addressing account concerns and disputes, guiding them on payment options, and ensuring accurate resolution of account and credit-related issues while maintaining excellent service and compliance standards.

How You’ll Make an Impact:

• Provide excellent customer service to customers by phone, addressing concerns or disputes regarding services offered. Explain account delinquency, collect required payments, and communicate the benefits of keeping the account current
• Deliver accurate resolutions regarding customer account problems, credit terms, and payments
• Work with customers on payment options and plans, and appropriately escalate any disputes raised
• Transfer calls to necessary groups as required by law
• Comply with all regulatory requirements as mandated by federal law in the US
• Accurately document all actions taken during each customer transaction
• Be willing to work overtime as needed to meet service level requirements
• Adhere to the provided shift schedule
• Participate in team meetings, refresher trainings, seminars, and other program-related events
• Possess sufficient computer skills to provide basic troubleshooting workarounds to subscribers
• Be receptive to coaching from Managers, Supervisors, Trainers, QA personnel, CAs, SMEs, and CCODs
• Adapt easily to changes in processes, services, or product updates

You’ll be a great match if you have:

• At least a High School graduate
• Minimum of 1 year Mortgage/Collections/Financial experience
• Excellent verbal and written communication skills
• Hands-on experience using AI tools (e.g., ChatGPT) and good judgement to verify outputs.

The good stuff coming your way:

At Sutherland, you’re a big deal. That’s why from day one, you’ll enjoy perks and benefits designed to help you grow, achieve more, and build the career you deserve.

• Paid training
• Paid time off
• Vision, dental, and health benefits
• Flexible scheduling based on program needs
• Performance incentives on selected programs

Ensure your line stays open between 10 AM and 7 PM as our team may reach out.