Customer Care Representative I

Role Overview

• 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.
• Ensure compliance with South State Bank Code of Business Conduct and Ethics and other operating procedures while still maintaining the essential customer experience.
• 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 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 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.

Requirements

• Must reside within 50 miles of Orangeburg, SC
• 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
• Successfully complete Customer Care New Hire Training

Benefits

• Must have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)