Customer Care Representative I - Remote within 50 miles of Charleston, SC

SouthState Bank; Florida; Remote; USD 21,000 - 28,000; Full time

Job summary

SouthState Bank is seeking a Customer Care Representative to deliver superior customer service in a fast-paced call center environment. The role involves resolving inquiries, assisting with account questions, and supporting digital banking tools while promoting virtual branch solutions.

Candidates must be comfortable handling confidential information and adapt to rotating shifts. Hours are 11am–8pm EST with rotational Saturday shifts, and familiarity with financial services is preferred.

Qualifications

• Must demonstrate excellent customer service skills including verbal, listening and problem-solving abilities.
• Strong computer skills and the ability to navigate multiple systems for quick resolution.
• Ability to handle confidential information professionally and with discretion.
• Flexible with hours and receptive to coaching and feedback.
• Maintain patience and empathy even in stressed situations.

Responsibilities

• Provide superior customer service to external and internal customers by delivering a seamless experience.
• Identify and resolve customer inquiries with first-call resolution where possible.
• Respond to general inquiries about accounts, transfers, and other servicing needs.
• Assist with digital banking support including multi-factor authentication and password tools.
• Promote virtual branch solutions and meet quality and productivity goals.
• Ensure customer information security and report trends to management as needed.
• Follow procedures to do what is right for the customer and the bank.

Skills

Customer service

Verbal communication

Listening

Problem solving

Computer skills

Confidential information handling

Coaching/Feedback

Flexibility with hours

Patience

Empathy

Education

High School Diploma or equivalent

Job description

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions. We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence.

Hours: 11am - 8pm EST with rotational Saturday shifts

Responsibilities

• 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 escrow, 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.
• 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
• 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.
• Patience, ability to remain calm even when the customers are stressed or upset.
• Attentiveness, ability to listen to customers concerns, identify the issues and find a resolution.

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.
• 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.

Training Requirements / Classes

• Annual Regulatory Compliance Training
• Successfully complete Customer Care New Hire Training
• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.

Telecommuting Requirements

• 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.
• 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.

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. 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.

Travel

• Must be available to travel when necessary.

Equal Opportunity Employer, including disabled/veterans.