Customer Care Representative

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Deliver exceptional customer service to both external and internal clients.

• Utilize active listening, critical thinking, and probing techniques to address and resolve customer inquiries.

• Professionally and accurately respond to incoming phone inquiries.

• Handle account inquiries that include balances, transaction histories, transfers, stop payments, loans, PIN resets, customer maintenance, product support, and check orders.

• Offer tier-one digital banking assistance, encompassing multifactor authentication and online banking profile support.

• Manage debit card inquiries, including research, blocking, reissuing or reordering cards, and Reg-E disputes.

• Execute inquiries accurately and efficiently in accordance with established policies and procedures.

• Advocate for virtual branch solutions.

• Achieve or surpass quality and productivity targets.

• Verify customer identities on each call to help reduce bank losses.

• Utilize systems and resources to assess and interpret customer information.

• Address common PC issues and proficiently navigate multiple systems.

• Report trends and escalate issues to management as required.

• Keep customers updated on changes in bank services and practices.

• Perform additional responsibilities and complete necessary training.

⛳️ Requirements

• Must be a resident of SC or FL.

• High School Diploma or equivalent qualification.

• Prior experience in customer service, specifically within an inbound call center environment.

• Background in financial services is preferred.

• Strong computer skills with the ability to navigate systems for efficient resolutions.

• Excellent verbal communication, listening, and problem-solving abilities.

• Capability to handle confidential information professionally.

• Flexibility in work hours when necessary.

• Ability to thrive in a fast-paced environment and meet or exceed established goals.

• A dedicated, private workspace that is separate from other living areas.

• Ability to secure sensitive company documents.

• Must not provide childcare or adult care during scheduled working hours.

• Minimum internet speed of 10 Mbps download and 5 Mbps upload from a reliable cable, DSL, or fiber provider.

• Direct connection to router/modem via Ethernet cable is required.

• Availability for travel when necessary.

🏝️ Benefits

• Opportunity for remote work.

• Flexible working hours when necessary.

• Customer Care New Hire Training provided.

• Annual Regulatory Compliance Training offered.