Customer Care Representative I - Must reside within 50 miles of Winter Haven, FL

Customer Care Representative

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values : building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

The position is remote, but you must reside within 50 miles of Winter Haven, FL.

This position will work Monday, Tuesday, Thursday, and Friday from 9 : 45am - 6 : 30pm EST and Saturday from 8am - 5pm EST.

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.

Competencies :

Qualifications, Education, and Certification Requirements :

Training Requirements / Classes :

Physical Demands / Work Environment :

Telecommuting Requirements :

Telecommuting Technical Requirements :

Travel :

Must be available to travel when necessary.

Equal Opportunity Employer, including disabled / veterans.