Introduction to SouthState Bank
As a leading regional bank with over 100 years of history, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast. Our team members strive to create remarkable experiences while building meaningful and lasting relationships with our customers. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank and a great place to work.
Job Overview
We are seeking an experienced and skilled Customer Care Representative I to join our team in a remote capacity, with the requirement to reside within 50 miles of Charleston, SC. As a Customer Care Representative I, you will play a vital role in delivering superior customer service to our external and internal customers, providing a seamless experience regardless of the product, application, or service need. Your primary objective will be to build and maintain rapport with our customers, quickly earning their trust and establishing yourself as a subject matter expert.
Key Responsibilities
- Identify and resolve customer inquiries using active listening, critical thinking, and probing skills to achieve first-call resolution
- Answer inbound phone inquiries in a timely, accurate, and professional manner, providing a personalized and rewarding experience for our customers
- Respond to general inquiries regarding accounts, including balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance, and check orders
- Provide tier-one digital banking support, including Multi-Factor Authentication unlock or delete, unlocking customer Online Banking profiles, and assisting customers with self-service password tools
- Assist customers with debit card support, including inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes
- Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures
- Promote our virtual branch solutions to our customers, ensuring we meet or exceed their expectations
- Meet or exceed Customer Care Representative quality and productivity goals assigned by management
- Ensure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call received
- Use all available systems and resources to review and interpret customer information
- Maintain a working knowledge of PC skills, including the ability to troubleshoot common problems and navigate the internet, intranet, and multiple systems
- Provide support by performing additional duties and tasks as needed or assigned
Essential Qualifications
To be successful in this role, you will need:
- A High School Diploma or equivalent
- Previous customer service experience in an inbound call center environment
- Experience in financial services
- Strong computer skills and the ability to navigate systems for quick resolution
- Excellent customer service skills, including verbal, listening, and problem-solving skills
- A strong work ethic and intense focus on results
- Ability to work with confidential information, both internally and externally, in a professional manner
- Flexibility to work varying hours when necessary
- Receptiveness to coaching and feedback
- Interpersonal skills to create a positive and effective work environment
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Previous experience in a remote or virtual work environment
- Knowledge of banking procedures and regulations
- Experience with customer relationship management (CRM) software
- Certifications in customer service or a related field
Skills and Competencies
To excel in this role, you will need to demonstrate the following skills and competencies:
- Strong knowledge of banking procedures
- Patience and the ability to remain calm in stressful situations
- Strong multi-tasking and problem-solving skills
- Attentiveness and the ability to listen to customers' concerns, identify issues, and find resolutions
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing situations
Career Growth Opportunities and Learning Benefits
At SouthState, we are committed to the growth and development of our team members. As a Customer Care Representative I, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment
- Recognition and reward programs to acknowledge your achievements
Work Environment and Company Culture
Our company culture is built on a foundation of values that include:
- A commitment to exceptional customer service
- A focus on teamwork and collaboration
- A dedication to community involvement and social responsibility
- A passion for innovation and continuous improvement
We believe in creating a work environment that is inclusive, supportive, and empowering, where our team members can thrive and reach their full potential.
Compensation, Perks, and Benefits
We offer a competitive salary and a comprehensive benefits package, including:
- Medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Opportunities for professional development and growth
- A supportive and collaborative work environment
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Care Representative I, you will play a vital role in our team and contribute to the success of our customers and our organization. Don't miss out on this chance to join our dynamic team and take your career to the next level.
How to Apply
To apply for this position, please submit your application through our website. We look forward to hearing from you and exploring how you can contribute to our team's success.
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