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Customer Care Representative I - Remote/within 50 miles of Charleston, SC ID-12908

About the position

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast 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 but candidates must reside within 50 miles of Charleston, SC.

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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.

Requirements

  • Education: 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.

Benefits

  • Annual Regulatory Compliance Training
  • Successfully complete Customer Care New Hire Training
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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