Technical Merchant Banking Support Associate

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditEducation: high_schoolSkills: ["Communication","Problem-solving","Attention to detail","Empathy","Multi-tasking"]

Provide exceptional inbound customer service for merchant banking inquiries, answering calls and resolving questions about technical issues, banking products, and account maintenance. Troubleshoot complex problems across merchant banking systems, payment gateways, and POS devices, while processing payments, transfers, and reconciliations accurately and compliantly. Educate clients on services and fees, document interactions in CRM, analyze trends, handle escalations, and collaborate with IT, Compliance, and Sales.

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FursaFursa
Sutherland
Sutherland
21 hours ago

Technical Merchant Banking Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Provide exceptional inbound customer service for merchant banking inquiries, answering calls and resolving questions about technical issues, banking products, and account maintenance. Troubleshoot complex problems across merchant banking systems, payment gateways, and POS devices, while processing payments, transfers, and reconciliations accurately and compliantly. Educate clients on services and fees, document interactions in CRM, analyze trends, handle escalations, and collaborate with IT, Compliance, and Sales.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Entry level

Key Responsibilities

  • •Answer inbound calls and respond to inquiries about technical issues, banking products, and services; provide solutions and general account maintenance.
  • •Troubleshoot and resolve complex technical issues across merchant banking systems, payment gateways, and POS devices.
  • •Handle financial transactions (payments, transfers, reconciliations) with accuracy and compliance with banking regulations.
  • •Explain merchant banking services, fees, and technical processes; identify opportunities to upsell products and services.
  • •Document interactions and resolved technical issues in CRM, analyze inquiry trends, and manage escalated issues with internal teams.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeaveOvertimeCommuter BenefitsDiscountsReferral ProgramMeal Allowance

Key Requirements

  • •Be at least 18 years or older.
  • •Meet education requirements: minimum 3 CXC/CSEC/GCE/NCTVET/CCSLC subjects inclusive of English.
  • •Have a valid (not expired) government issued ID, TRN, and NIS card.
  • •Be available to work any day and any assigned shift weekly (including weekends and public holidays).
  • •Be able to train and work onsite; demonstrate strong technical troubleshooting and high-volume inbound customer service ability.
Education:High School
Skills:CommunicationProblem-solvingAttention to detailEmpathyMulti-tasking
Languages:English
Tech Stack:CRMMicrosoft OfficeOutlookWordExcelPoint-of-sale (POS) devicesPayment gateways

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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