What are the responsibilities and job description for the Customer Care Representative - Must be within 50 miles of Orangeburg position at SouthState Bank, N.A.?
As a leading bank, SouthState has been providing financial solutions to individuals, families, and businesses for more than 100 years.
SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. 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.
This is a remote position that requires candidates reside within 50 miles of Orangeburg.
SUMMARY / OBJECTIVE :
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. Must build and maintain rapport with the customer by quickly earning trust and establishing themselves as subject matter experts. The CCR is able to identify the customer's problem, effectively communicate the resolution and use judgment to escalate issues and report trends to management as needed. Actively seeks to retain customer relationships. Ensures compliance with South State Bank Code of Business Conduct and Ethics and other operating procedures while still maintaining the essential customer experience.
ESSENTIAL FUNCTIONS
- Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.
- Answers inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.
- Able 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 orders. Provide 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 tool. Assist customers with debit card support to include inquiries, research, blocking, reissuing / reordering cards, and Reg-E disputes.
- Process customers inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
- Promote our virtual branch solutions to our customers by ensuring we met or exceeded their expectations.
- Meet or exceed the 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 between multiple systems.
- Provide support by performing additional duties and tasks as needed or assigned.
- Maintain a positive, empathetic, and professional demeanor with customers at all times regardless of the circumstances, or stress level of the call center.
- Keep customers aware of changes in bank services, practices and other factors affecting their account relationship.
- Follow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policies.
- Successfully complete additional skills training as required / requested.
This is a remote position that requires candidates reside within 50 miles of Orangeburg.
COMPETENCIES
Accepts other duties as assigned. The duties and responsibilities listed above may be revised at any time within the sole discretion of SouthState without advance notice to or the consent of the employee.
SouthState reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.
Qualifications, Education, and Certification Requirements :
TRAINING REQUIREMENTS / CLASSES
PHYSICAL DEMANDS / WORK ENVIRONMENT
This is a remote position that requires candidates reside within 50 miles of Orangeburg.
TELECOMMUTING REQUIREMENTS
TELECOMMUTING TECHNICAL REQUIREMENTS
TRAVEL
Must be available to travel when necessary.
