Customer Care Representative I
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Job Description
Remote customer care representative resolving account, digital banking, and debit card inquiries for SouthState Bank customers. Providing secure, first-call resolution support.
Responsibilities:
- Provide superior customer service to external and internal customers
- Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first-call resolution
- Answer inbound phone inquiries accurately, professionally, and promptly
- Handle account inquiries including balances, transaction history, transfers, stop payments, loan inquiries, PIN resets, customer maintenance updates, product assistance, and check orders
- Provide tier-one digital banking support, including multi-factor authentication and online banking profile assistance
- Assist with debit card inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes
- Process inquiries according to established policies and procedures
- Promote virtual branch solutions
- Meet or exceed quality and productivity goals
- Authenticate customers on every call and help minimize bank loss
- Review and interpret customer information using available systems and resources
- Troubleshoot common PC problems and navigate multiple systems
- Maintain a positive, empathetic, and professional demeanor
- Inform customers about changes in bank services and practices
- Complete required training and additional duties as assigned
Requirements:
- Must reside within 50 miles of Charleston, SC
- High School Diploma or equivalent
- Previous customer service (Inbound Call Center) experience
- Experience in financial services
- Strong computer skills and ability to navigate systems for quick resolution
- Excellent verbal, listening, customer service, and problem-solving skills
- Ability to work with confidential information professionally
- Ability to work flexible hours when necessary
- Ability to work in a fast-paced environment and meet or exceed goals
- Dedicated work area separated from other living areas and providing information privacy
- Must not provide child or adult care during scheduled work hours
- Minimum 10 Mbps download and 5 Mbps upload speed from a reliable Cable, DSL, or Fiber Optic/FiOS provider
- Must connect directly to router/modem via Ethernet cable
- Must be available to travel when necessary
Benefits:
- Remote work arrangement
- Dedicated work area and information privacy requirements for telecommuting
- Flexible hours when necessary
- Annual Regulatory Compliance Training
- Customer Care New Hire Training
- Benefits offered through SouthState Careers
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