Customer Care Representative I

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

📋 Description

• Utilize active listening, critical thinking, and probing skills to address and resolve customer inquiries effectively on the first call.

• Respond to incoming phone inquiries with accuracy, professionalism, and a personalized touch to enhance the customer experience.

• Manage account-related inquiries pertaining to balances, transaction history, transfers, stop payments, loan questions, PIN resets, customer maintenance updates, product support, and check orders.

• Deliver tier-one support for digital banking, including assistance with multi-factor authentication and online banking profile management.

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

• Ensure inquiries are processed swiftly and accurately in line with established policies and procedures.

• Advocate for virtual branch solutions to customers.

• Strive to meet or exceed quality and productivity benchmarks.

• Authenticate customers during every call to safeguard their information and reduce potential bank losses.

• Leverage available systems and resources to review and interpret customer data effectively.

• Troubleshoot common PC issues and navigate through the internet, intranet, and various systems.

• Maintain a positive, empathetic, and professional attitude throughout all customer interactions.

• Notify customers of any changes in bank services and procedures.

• Adhere to company and departmental policies while completing additional training as necessary.

• Report trends and escalate issues to management when appropriate.

• Foster customer relationships and cultivate trust with clients.

⛳️ Requirements

• Must live within 50 miles of Orangeburg, SC.

• High School Diploma or equivalent required.

• Prior experience in customer service (Inbound Call Center) is essential.

• Background in financial services is preferred.

• Strong computer proficiency and ability to navigate systems for prompt resolution.

• Exceptional customer service abilities, including verbal communication, listening, and problem-solving skills.

• Capable of handling confidential information with professionalism.

• Willingness to have flexible hours as needed.

• Open to coaching and constructive feedback.

• Ability to thrive in a fast-paced environment.

• Completion of Annual Regulatory Compliance Training is required.

• Successful completion of Customer Care New Hire Training is mandatory.

• Must have a dedicated workspace that is separate from other living areas to ensure privacy for information handling.

• Ability to keep sensitive company documents secure.

• Must not provide child 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 is necessary.

• Must connect directly to the router/modem using an Ethernet cable.

• Availability for travel when required.

• Work hours: 11am–8pm EST with rotational Saturday shifts.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for career advancement and professional development.

• Comprehensive health and wellness benefits.

• Employee discounts and financial planning resources.

• Supportive and inclusive workplace culture.