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.

• Respond to inbound phone inquiries with accuracy, professionalism, and promptness.

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

• Offer tier one digital banking support, including assistance with MFA and online banking profiles.

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

• Process customer inquiries in accordance with established policies and procedures.

• Advocate for virtual branch solutions.

• Achieve customer care quality and productivity targets.

• Verify customer identity and safeguard customer information.

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

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

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

• Complete all required additional skills training.

• Maintain a positive, empathetic, and professional attitude.

⛳️ Requirements

• Must live within 50 miles of Charleston, SC.

• High School Diploma or equivalent is required.

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

• Experience in the financial services sector.

• Strong computer skills and the ability to navigate systems for swift resolution.

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

• Capacity to handle confidential information in a professional manner.

• Willingness to maintain flexible hours as needed.

• Open to coaching and constructive feedback.

• Competence to meet or exceed goals and resolve issues in a fast-paced environment.

• Solid understanding of banking procedures.

• Excellent multi-tasking and problem-solving capabilities.

• A dedicated workspace that is separate from other living areas to ensure information privacy.

• Must ensure the security of sensitive company documents.

• Cannot 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 internet provider.

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

• Must be available for travel when necessary.

🏝️ Benefits

• Opportunity for remote work within 50 miles of Charleston, SC.

• Flexible hours when required.

• Customer Care New Hire Training provided.

• Annual Regulatory Compliance Training offered.