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 across various products, applications, and services.

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

• Respond to incoming phone inquiries accurately, professionally, and promptly.

• Manage account inquiries related to balances, transaction history, transfers, stop payments, loans, PIN resets, maintenance updates, product support, and check orders.

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

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

• Process inquiries in accordance with established policies and procedures.

• Advocate for virtual branch solutions.

• Achieve or surpass quality and productivity targets.

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

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

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

• Report trends to management and escalate issues as necessary.

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

• Complete additional skills training and undertake other assigned responsibilities.

⛳️ Requirements

• Must live within 50 miles of Orangeburg, SC.

• High School Diploma or equivalent qualification is required.

• Previous experience in customer service, specifically in an Inbound Call Center environment.

• Background in financial services is preferred.

• Proficient computer skills and the ability to navigate systems for rapid problem resolution.

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

• Capability to handle confidential information with professionalism.

• Flexibility to work varied hours as needed.

• Ability to thrive in a fast-paced environment and achieve or exceed set goals.

• Must maintain a dedicated and private workspace.

• Responsible for securing company-sensitive documents.

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

• Minimum internet speed requirement of 10 Mbps for downloads and 5 Mbps for uploads.

• Reliable internet connection via cable, DSL, or fiber optic/FiOS.

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

• Availability to travel when required.

🏝️ Benefits

• Opportunity to work remotely within 50 miles of Orangeburg, SC.

• Flexible hours when necessary.

• Comprehensive Customer Care New Hire Training.

• Annual Regulatory Compliance Training.

• Support for dedicated remote work setup requirements and technical standards.

• Equal Opportunity Employer, including individuals with disabilities and veterans.