[Remote] Customer Care Representative I - Must reside within 100 miles of Englewood, CO

Note: The job is a remote job and is open to candidates in USA. SouthState Bank is a trusted financial partner known for its commitment to helping customers move forward. The Customer Care Representative I is responsible for providing superior customer service, resolving inquiries, and maintaining rapport with customers while ensuring compliance with banking procedures.ResponsibilitiesIdentify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolutionAnswers inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customerAble to successfully respond to general inquiries regarding accounts to include but not limited to balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance and check ordersProvide tier one digital banking support to include Multi-Factor Authentication unlock or delete, unlock customer’s Online Banking profile, and assist customer with self-service password toolAssist customers with debit card support to include inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputesProcess customers inquiries accurately and efficiently to build customer confidence and trust, based on established policies and proceduresPromote our virtual branch solutions to our customers by ensuring we met or exceeded their expectationsMeet or exceed the Customer Care Representative quality and productivity goals assigned by managementEnsure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call receivedUse all available systems and resources to review and interpret customer informationMaintain a working knowledge of PC skills including the ability to troubleshoot common problems and navigate the internet, intranet and between multiple systemsProvide support by performing additional duties and tasks as needed or assignedMaintain a positive, empathetic, and professional demeanor with customers at all times regardless of the circumstances, or stress level of the call centerKeep customers aware of changes in bank services, practices and other factors affecting their account relationshipFollow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policiesSuccessfully complete additional skills training as required/requestedSkillsMust reside within 100 miles of Englewood, COHigh School Diploma or equivalentPrevious customer service (Inbound Call Center) experienceExperience in financial servicesStrong computer skills and ability to navigate systems for quick resolutionMust have excellent customer service skills including verbal, listening, and problem-solving skillsMust be enthusiastic and highly motivated with a strong work ethic and intense focus on resultsAbility to work with confidential information, both internally and externally, in a professional mannerAbility to have flexible hours when necessaryReceptive to coaching and feedbackDemonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environmentInterpersonal skills to create a positive and effective work environmentMust be able to effectively access and interpret information on computer screens, documents, reports, and identify customersThis position requires a large amount of time in front of a computerRequired to have a dedicated work area established that is separated from other living areas and provides information privacyAbility to keep all company sensitive documents secure (if applicable)You agree that you will not provide child or adult care during hours of scheduled workA minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only)Must be able to directly connect to router/modem via Ethernet cableMust be available to travel when necessaryStrong knowledge of banking proceduresPatience, ability to remain calm even when the customers are stressed or upsetStrong multi-tasking and problem-solving skills to handle and respond to inquiries timelyAttentiveness, ability to listen to customers concerns, identify the issues and find a resolutionCompany OverviewThe SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. It was founded in 1934, and is headquartered in Winter Haven, Florida, USA, with a workforce of 5001-10000 employees. Its website is https://southstatebank.com.



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