Customer Care Representative I

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

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

• Utilize active listening, critical thinking, and probing skills to identify and resolve customer inquiries, aiming for first-call resolution.

• Respond to inbound phone inquiries in an accurate, professional, and timely manner.

• Manage account inquiries, including balances, transaction history, transfers, stop payments, loan requests, PIN resets, customer maintenance updates, product assistance, and check orders.

• Offer tier-one digital banking support, such as multi-factor authentication and assistance with online banking profiles.

• Address debit card-related inquiries, including research, blocking, reissuing/reordering cards, and Reg-E disputes.

• Process inquiries in accordance with established policies and procedures.

• Promote the use of virtual branch solutions.

• Strive to meet or surpass quality and productivity targets.

• Authenticate customers on every call to help reduce bank loss.

• Review and interpret customer information using available systems and resources.

• Troubleshoot common PC issues and navigate through multiple systems effectively.

• Maintain a positive, empathetic, and professional attitude.

• Inform customers about changes in banking services and practices.

• Complete all required training and any additional duties as assigned.

⛳️ Requirements

• Must live within 50 miles of Charleston, SC.

• High School Diploma or equivalent is required.

• Prior experience in customer service, particularly in an inbound call center, is necessary.

• Background in financial services is preferred.

• Strong computer skills and the ability to navigate systems for efficient resolution are essential.

• Excellent verbal, listening, customer service, and problem-solving abilities are required.

• Capability to manage confidential information professionally.

• Willingness to work flexible hours when needed.

• Ability to thrive in a fast-paced environment while meeting or exceeding goals.

• A dedicated workspace that is separate from other living areas, ensuring information privacy is mandatory.

• Must not provide child or adult care during scheduled work hours.

• Minimum internet speed of 10 Mbps download and 5 Mbps upload from a reliable Cable, DSL, or Fiber Optic/FiOS provider is required.

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

• Availability to travel when necessary is required.

🏝️ Benefits

• Remote work arrangement is available.

• Dedicated workspace and information privacy measures for telecommuting are provided.

• Flexible work hours when necessary.

• Annual Regulatory Compliance Training is included.

• Customer Care New Hire Training is offered.

• Comprehensive benefits available through SouthState Careers.