[Hiring] Customer Care Representative I @SouthState Bank

Role Description

This position is remote but you must reside within 50 miles of Charleston SC. The working hours are 11:15am-8:00pm ET with a rotating Saturday shift.

SUMMARY/OBJECTIVE:

• Provide superior customer service to external and internal customers by delivering a seamless experience.
• Build and maintain rapport with customers by quickly earning trust and establishing expertise.
• Identify customer problems, communicate resolutions, and escalate issues as needed.
• Ensure compliance with South State Bank Code of Business Conduct and Ethics while maintaining customer experience.

ESSENTIAL FUNCTIONS:

• Identify and resolve customer inquiries using active listening and critical thinking for first call resolution.
• Answer inbound phone inquiries timely, accurately, and professionally.
• Respond to general inquiries regarding accounts, including balance inquiries, transaction history, and loan inquiries.
• Provide tier one digital banking support, including Multi-Factor Authentication unlocks and customer maintenance updates.
• Assist customers with debit card support, including inquiries and Reg-E disputes.
• Process customer inquiries accurately and efficiently to build confidence and trust.
• Promote virtual branch solutions to meet or exceed customer expectations.
• Meet or exceed quality and productivity goals assigned by management.
• Ensure the security of customer information and minimize bank loss through customer authentication.
• Maintain a working knowledge of PC skills and troubleshoot common problems.
• Perform additional duties and tasks as needed or assigned.
• Maintain a positive, empathetic, and professional demeanor with customers.
• Keep customers aware of changes in bank services and practices.
• Follow established processes and guidelines in daily activities.
• Successfully complete additional skills training as required/requested.

COMPETENCIES:

• Strong knowledge of banking procedures.
• Patience and ability to remain calm under stress.
• Strong multi-tasking and problem-solving skills.
• Attentiveness to listen to customer concerns and find resolutions.
• Accept other duties as assigned; duties may be revised at any time.

Qualifications

• Must reside within 50 miles of Winter Haven, FL.
• Education: High School Diploma or equivalent.
• Experience: Previous customer service (Inbound Call Center) experience; experience in financial services; strong computer skills.
• Certifications/Specific Knowledge: Excellent customer service skills; enthusiastic and highly motivated; ability to work with confidential information; receptive to coaching and feedback; interpersonal skills to create a positive work environment.

Requirements

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

Physical Demands/Work Environment

• Must effectively access and interpret information on computer screens and documents.
• This position requires a large amount of time in front of a computer.
• SouthState reserves the right to modify Remote Work Standards and Eligibility requirements at any time.
• SouthState reserves the right to suspend Remote Work privileges at any time.

Telecommuting Requirements

• Must have a dedicated work area separated from other living areas.
• Ability to keep all company sensitive documents secure.
• You agree not to provide child or adult care during scheduled work hours.

Telecommuting Technical Requirements

• A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider.
• Must be able to connect directly to router/modem via Ethernet cable.
• SouthState reserves the right to request proof of internet provider, speed, and service package.
• Requirements are subject to change as new systems and technology are delivered.

Travel

• Must be available to travel when necessary.
• Must reside within 50 miles of Winter Haven, FL.

Equal Opportunity Employer, including disabled/veterans.