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

SouthState Bank; Yorktown (VA); Remote; USD 21,000 - 30,000; Full time

Job summary

The SouthState Bank is seeking a dedicated Customer Care professional to deliver superior service to customers across our banking products and digital channels.

Key duties include handling inbound inquiries, guiding customers through account services, and supporting digital banking tools while maintaining security and compliance with bank policies.

Qualifications

• High School Diploma or equivalent.
• Previous inbound call center customer service experience.
• Experience in financial services.
• Strong computer skills and ability to navigate systems for quick resolution.

Responsibilities

• Provide superior customer service to external and internal customers by delivering a seamless experience across products and services.
• Identify and resolve customer inquiries using active listening and probing for first call resolution.
• Answer inbound phone inquiries timely, accurately, and professionally with a personalized experience.
• Assist customers with general inquiries on accounts, transfers, bill payments, and debit/credit services; provide digital banking support.
• Promote virtual branch solutions and meet quality/productivity goals.
• Maintain security of customer information and follow bank policies.

Skills

Active listening

Problem solving

Customer focus

Education

High School Diploma

Tools

CRM software

Core banking systems

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.