[Remote] Customer Care Representative I - Remote 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 role involves providing superior customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction while adhering to company policies and procedures.

Responsibilities

• 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

Skills

• Must reside within 100 miles of Englewood, CO
• 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
• Excellent customer service skills including verbal, listening, and problem-solving skills
• 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
• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers
• This position requires a large amount of time in front of a computer
• Required to 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)
• You agree that you will not provide child or adult care during hours of scheduled work
• A 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 cable
• Must be available to travel when necessary

Company Overview