[Hiring] Customer Care Representative @SouthState Bank

Role Description

Provide superior customer service to external and internal customers by delivering a seamless experience to the customer regardless of the product, application, or service need. Must build and maintain rapport with the customer by quickly earning trust and establishing themselves as subject matter experts. The CCR is able to identify the customer’s problem, effectively communicate the resolution and use judgment to escalate issues and report trends to management as needed. Actively seeks to retain customer relationships. Ensures compliance with South State Bank Code of Business Conduct and Ethics and other operating procedures while still maintaining the essential customer experience.

Essential Functions

• Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.
• Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.
• Respond to general inquiries regarding accounts, including but not limited to:
  • Balance inquiries
  • Transaction history
  • Transfers
  • Stop payments
  • Loan inquiries
  • Phone banking PIN resets
  • Customer maintenance updates
  • Product assistance
  • Check orders
• Provide tier one digital banking support, including:
  • Multi-Factor Authentication unlock or delete
  • Unlock customer’s Online Banking profile
  • Assist customer with self-service password tool
• Assist customers with debit card support, including:
  • Inquiries
  • Research
  • Blocking
  • Reissuing/reordering cards
  • Reg-E disputes
• Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
• Promote our virtual branch solutions to customers by ensuring we meet or exceed their expectations.
• Meet or exceed the Customer Care Representative quality and productivity goals assigned by management.
• Ensure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call received.
• Use all available systems and resources to review and interpret customer information.
• Maintain a working knowledge of PC skills, including troubleshooting common problems and navigating the internet, intranet, and between multiple systems.
• Provide support by performing additional duties and tasks as needed or assigned.
• Maintain a positive, empathetic, and professional demeanor with customers at all times regardless of the circumstances or stress level of the call center.
• Keep customers aware of changes in bank services, practices, and other factors affecting their account relationship.
• Follow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policies.
• Successfully complete additional skills training as required/requested.

Qualifications

• 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.
• Enthusiastic and highly motivated with a strong work ethic and intense focus on results.
• Ability to work with confidential information, both internally and externally, in a professional manner.
• Ability to have flexible hours when necessary.
• Receptive to coaching and feedback.
• Desire to meet/exceed goals and solve problems while working in a fast-paced environment.
• Interpersonal skills to create a positive and effective work environment.

Training Requirements/Classes

• Annual Regulatory Compliance Training.
• Successfully complete Customer Care New Hire Training.

Physical Demands/Work Environment

• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
• This position requires a large amount of time in front of a computer.

Telecommuting Requirements

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable).
• You agree that you will not provide child or adult care during hours of scheduled work.

Telecommuting Technical Requirements

• A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
• Must be able to directly connect to router/modem via Ethernet cable.
• SouthState reserves the right to request proof of internet provider, speed, and service package from the employee.

Travel

• Must be available to travel when necessary.
• Must reside within 50 miles of Denton, TX.
• Hours: 10am - 7pm CST with rotational Saturday shifts.

Benefits

• Equal Opportunity Employer, including disabled/veterans.