Technical Merchant Banking Support Associate

Sutherland · Portmore, St. Catherine Parish, Jamaica, //14, Jamaica

  • Junior
  • Full-time
  • Posted 2026-08-27
  • Confirmed live on 25 September 2026

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Job description

Job Description
Sutherland is seeking a motivated and passionate individual to join us as a Technical Merchant Banking Support Associate. We are a group of driven and hard-working professionals. 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!
As a Technical Merchant Banking Support Associate, you will:

• Provide Exceptional Customer Service: Answer inbound calls and respond to inquiries about technical issues, banking products, and services. Offer solutions and perform general account maintenance.

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• Deliver Technical Support: Troubleshoot and resolve complex technical issues related to merchant banking systems, payment gateways, and point-of-sale (POS) devices.

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• Process Transactions: Handle various financial transactions, including payments, transfers, and account reconciliations, ensuring accuracy and compliance with banking regulations.

• Educate Clients: Explain merchant banking services, fees, and technical processes to clients, ensuring they understand how to effectively use our banking platforms and tools.

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• Upsell Products and Services: Identify opportunities to promote additional banking products or services that may benefit our merchant clients.

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• Maintain Security Protocols: Adhere to strict security measures to protect sensitive financial and personal information of our clients.

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• Collaborate with Internal Teams: Work closely with other departments such as IT, Compliance, and Sales to resolve complex issues and improve service delivery.

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• Stay Updated: Continuously learn about new banking technologies, products, and industry regulations to provide the most current and accurate information to clients.

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• Document Interactions: Maintain detailed records of all customer interactions, technical issues resolved, and follow-up actions in our CRM system.

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• Analyze and Report: Identify trends in customer inquiries and technical issues, and provide regular reports to management to improve our services and products.

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• Participate in Quality Assurance: Engage in call monitoring sessions and performance reviews to continuously improve your skills and maintain high-quality service standards.

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• Handle Escalations: Manage escalated issues professionally, working towards satisfactory resolutions for both the client and the bank.

Qualifications
Our most successful candidates will have: -

• Must be at least 18 years or older.

• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.

• 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).

• Must have a valid (not expired) government issued ID, TRN and NIS card.

• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).

• Must be able to train and work onsite.

• 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.

• Strong technical or troubleshooting skills required.

• 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.

• See through the eyes of the customer.

• 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.

• Ability to type over 30 WPM with 80% accuracy.

• 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.

• Must be able to pass a criminal background check and drug test as needed.

Additional Information
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.

• 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 comfor

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