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Subject Matter Expert | Financial Services
Provide expert support and mentorship to improve BFS customer service quality
San Fernando, Pampanga, Philippines
Expert
2 weeks ago
Sutherland
A global process transformation company offering an integrated set of back-office and customer service support services.
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Subject Matter Expert | Financial Services
Sutherland seeks a leadership-oriented and self-motivated person to join us as Subject Matter Expert for a financial program. 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!
Job Description
Responsibilities:
- Serve as a subject matter expert for the BFS domain, ensuring accuracy and consistency in program knowledge and client deliverables.
- Support Tier 1 experts with complex queries, escalations, and real-time assistance.
- Contribute to knowledge base creation, updates, and maintenance.
- Provide mentoring and feedback to new hires during nesting or ramp-up phases.
- Monitor trends in performance and quality to provide actionable insights.
- Ensure adherence to compliance, data security, and client-specific guidelines.
Qualifications
Our most successful candidates will have:
- 18 months of experience in BFS vertical.
- Experience with complex customer scenarios in payments, or e-commerce
- Experience mentoring, training, or onboarding new team members is strongly preferred.
- Excellent communication skills (written and verbal) and the ability to simplify complex BFS concepts.
- High attention to detail and ability to work under pressure.
- Strong problem-solving skills and a customer-centric mindset.
- Willing to work onsite.
Internal
- Must have FY25 PDP rating of Exceeds Expectations (4) or Outstanding (5)
- Tenure of at least 18 months
- No Active DA
About Sutherland
A global process transformation company offering an integrated set of back-office and customer service support services.