Customer Care Representative - reside of Homestead, FL

Customer Care Representative I – Must reside within 50 miles of Homestead, FL

2 days ago – Be among the first 25 applicants.

The South State 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 South State, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

Must reside within 50 miles of Homestead, FL

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 yourself as a subject‑matter expert. Identify the customer’s problem, effectively communicate the resolution, and use judgment to elevate issues and report trends to management as needed.

Actively seeks to retain customer relationships and ensures 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.
• Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.
• Respond to general inquiries regarding accounts (balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance, check orders).
• Provide tier‑one digital banking support (Multi‑Factor Authentication unlock, online banking profile unlock, self‑service password tool). Assist customers with debit card support (inquiries, research, blocking, reissuing/reordering cards, Reg‑E disputes).
• Process customer inquiries accurately and efficiently to build confidence and trust, using established policies and procedures.
• Promote virtual branch solutions to customers by ensuring expectations are met or exceeded.
• Meet or exceed the Customer Care Representative quality and productivity goals assigned by management.
• Ensure the security of customer information and minimize 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 troubleshooting common problems and navigating the internet, intranet and 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 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 or requested.

• Strong knowledge of banking procedures.
• Patience and ability to remain calm when customers are stressed or upset.
• Strong multitasking and problem‑solving skills to handle and respond to inquiries in a timely fashion.
• Attentiveness, ability to listen to customer concerns, identify the issues, and find a resolution.

• Education:
  
  High School Diploma or equivalent.
• Experience:
  
  Previous customer service (inbound call center) experience, experience in financial services, strong computer skills and ability to navigate systems for quick resolution.
• Certifications/Spe…