Customer Care Representative I

2 weeks ago

Haverhill, Massachusetts, United States South State Full time


As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years.

SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships.

We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.


SUMMARY/OBJECTIVE:


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 FUNCTIONSIdentify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.
Answers inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.

Able to successfully respond to general inquiries regarding accounts to include but not limited to balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance and check orders.

Provide tier one digital banking support to include Multi-Factor Authentication unlock or delete, unlock customer's Online Banking profile, and assist customer with self-service password tool.

Assist customers with debit card support to include inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes.
Process customers inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
Promote our virtual branch solutions to our customers by ensuring we met or exceeded 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 informationMaintain a working knowledge of PC skills including the ability to troubleshoot common problems and navigate 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.
COMPETENCIES Strong knowledge of banking procedures.
Patience, ability to remain calm even when the customers are stressed or upset.
Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
Attentiveness, ability to listen to customers concerns, identify the issues and find a resolution.

The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState without advance notice to or the consent of the employee.

Accepts other duties as assigned.
Must be available to travel when necessary.

SouthState reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.


Qualifications, Education, and Certification Requirements:

Education:
High School Diploma or equivalentExperience: Previous customer service (Inbound Call Center) experienceExperience in financial servicesStrong computer skills and ability to navigate systems for quick resolutionCertifications/

Specific Knowledge:
Must have excellent customer service skills including verbal, listening, and problem-solving skills. Must be 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. Demonstrate the 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 TrainingSuccessfully complete Customer Care New Hire TrainingPHYSICAL 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.
SouthState reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
SouthState reserves the right to suspend Remote Work privileges at any time.

TELECOMMUNTING 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.


TELECOMMUNTING 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.

Check your download speed using a speed test.

To test your home internet from your personal computer at home, type into the web browser of your personal computer.

SouthState reserves the right to request proof of internet provider, speed and service package from the employee.
Requirements are subject to change, as new systems and technology is delivered.

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