Customer Care Representative I

3 weeks ago

North Charleston, United States South State Bank 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**:
ESSENTIAL FUNCTIONS

Identify 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 information

Maintain 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 equivalent

**Experience**:
Previous customer service (Inbound Call Center) experience
Experience in financial services
Strong computer skills and ability to navigate systems for quick resolution

**Certifications/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 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.
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 establis

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