Customer Care Representative I
SouthState Bank
full-time
Posted on:
Location: Alabama, Colorado, Florida, North Carolina, South Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $32,843 - $49,264 per year
Job Level
Mid-LevelSenior
About the role
- Provide superior customer service to external and internal customers by delivering a seamless experience to the customer regardless of the product, application, or service need
- Build and maintain rapport with the customer by quickly earning trust and establishing themselves as subject matter experts
- Identify the customer’s problem, effectively communicate the resolution and use judgment to escalate issues and report trends to management as needed
- Actively seek to retain customer relationships
- Ensure compliance with South State Bank Code of Business Conduct and Ethics and other operating procedures while maintaining essential customer experience
- Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution
- Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer
- 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, unlock customer’s Online Banking profile, and assist customer with self-service password tool
- Assist customers with debit card support including inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes
- Process customer inquiries accurately and efficiently based on established policies and procedures
- Promote virtual branch solutions to customers and meet or exceed quality and productivity goals
- Ensure the security of customer information and perform customer authentication on each call
- Maintain working knowledge of PC skills including troubleshooting common problems and navigating the internet, intranet and multiple systems
- Perform additional duties and tasks as needed or assigned
- Keep customers aware of changes in bank services, practices and other factors affecting their account relationship
- Follow established processes and guidelines and successfully complete additional skills training as required
Requirements
- Education: High School Diploma or equivalent
- Previous customer service (Inbound Call Center) experience
- Experience in financial services
- Strong computer skills and ability to navigate systems for quick resolution
- Must have excellent customer service skills including verbal, listening, and problem-solving skills
- Must be enthusiastic and highly motivated with a strong work ethic and intense focus on results
- Ability to work with confidential information, both internally and externally, in a professional manner
- Ability to have flexible hours when necessary
- Receptive to coaching and feedback
- Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment
- Interpersonal skills to create a positive and effective work environment
- Annual Regulatory Compliance Training (required)
- Successfully complete Customer Care New Hire Training (required)
- Telecommuting requirements: dedicated work area separated from other living areas and provides information privacy; keep all company sensitive documents secure; not provide child or adult care during hours of scheduled work
- Telecommuting technical requirements: minimum of 10 mbps download and 5 mbps upload; must be able to directly connect to router/modem via Ethernet cable; Cable, DSL or Fiber Optic/FiOS providers only
- Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers
- Must be available to travel when necessary
- Must reside within 50 miles of Denton, TX