Customer Care Representative I
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Job Description
SouthState bank customer care representative resolving account, debit card, and digital banking inquiries. Delivering secure, personalized support while meeting call-center quality and productivity goals.
Responsibilities:
- Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first-call resolution
- Answer inbound phone inquiries accurately, professionally, and with a personalized customer experience
- 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 accurately and efficiently according to established policies and procedures
- Promote virtual branch solutions
- Meet or exceed quality and productivity goals
- Authenticate customers on every call to protect information and minimize bank loss
- Use available systems and resources to review and interpret customer information
- Troubleshoot common PC problems and navigate internet, intranet, and multiple systems
- Maintain a positive, empathetic, and professional demeanor
- Inform customers about changes in bank services and practices
- Follow company and department policies and complete additional training as required
- Report trends and escalate issues to management as needed
- Retain customer relationships and build customer trust
Requirements:
- Must reside within 50 miles of Orangeburg, 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 customer service skills including verbal, listening, and problem-solving skills
- Ability to work with confidential information in a professional manner
- Ability to have flexible hours when necessary
- Receptive to coaching and feedback
- Ability to work in a fast-paced environment
- Annual Regulatory Compliance Training
- Successfully complete Customer Care New Hire Training
- Dedicated work area separated from other living areas and providing information privacy
- Ability to keep company sensitive documents secure
- 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 provider
- Must be able to connect directly to router/modem via Ethernet cable
- Must be available to travel when necessary
- Hours: 11am–8pm EST with rotational Saturday shifts
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