Customer Care Representative - reside of Denton, TX

Position: Customer Care Representative I - Must reside within 100 miles of Denton, TX

Customer Care Representative I – Must reside within 100 miles of Denton, TX

South State Bank is seeking a Customer Care Representative to provide excellent service to our external and internal customers. The role requires strong communication skills, problem‑solving ability, and compliance with banking policies.

Summary / Objective

Provide superior customer service by delivering a seamless experience for all product, application, or service needs. Build rapport quickly, act as a subject‑matter expert, and actively retain customer relationships while maintaining compliance with South State Bank Code of Business Conduct and Ethics.

Essential Functions

• Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first‑call resolution.
• Answer inbound phone inquiries promptly, accurately, and professionally, creating a personalized rewarding experience.
• Handle general account inquiries—including balance checks, transaction history, transfers, stop payments, loan inquiries, phone‑banking PIN resets, account updates, product assistance, and check orders.
• Provide tier‑one digital banking support such as MFA unlock, online banking profile unlocking, and self‑service password tools.
• Assist with debit‑card support: inquiries, research, blocking, reissuance, and Reg‑E disputes.
• Process inquiries accurately and efficiently to build confidence and trust, following established policies and procedures.
• Promote virtual branch solutions and ensure customer expectations are met or exceeded.
• Meet or exceed quality and productivity goals set by management.
• Perform customer authentication on each call to secure information and minimize bank loss.
• Use available systems and resources to review and interpret customer information.
• Maintain PC skills, troubleshoot common problems, and navigate the internet, intranet, and multiple systems.
• Perform additional duties as needed or assigned.
• Maintain a positive, empathetic, professional demeanor at all times.
• Keep customers informed of changes in services, practices, and other factors affecting their accounts.
• Follow established processes and guidelines to do what is right for the customer and the bank.
• Complete additional skills training as required.

Competencies

• Strong knowledge of banking procedures.
• Patience and calmness when customers are stressed or upset.
• Strong multi‑tasking and problem‑solving skills to handle inquiries timely.
• Attentiveness, active listening, issue identification, and resolution finding.

Qualifications

• High School Diploma or equivalent.
• Previous customer service (inbound call center) experience, preferably in financial services.
• Excellent verbal, listening, and problem‑solving skills.
• Strong work ethic and intense focus on results, with a flexible schedule.
• Receptive to coaching and feedback; ability to meet or exceed goals in a fast‑paced environment.
• Interpersonal skills to create a positive work environment.
• Ability to handle confidential information professionally.

Training Requirements / Classes

• Annual Regulatory Compliance Training.
• Customer Care New‑Hire Training.

Physical Demands / Work Environment

• Ability to effectively access and interpret information on computer screens, documents, reports, and other materials.
• Large amount of time in front of a computer.
• South State reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
• South State reserves the right to suspend Remote Work privileges at any time.

Telecommuting Requirements

• Dedicated work area separated from living areas with privacy for sensitive documents.
• All documents must remain secure; no child or adult care during work hours.

Telecommuting Technical Requirements

• Minimum 10 Mbps download and 5 Mbps upload speed from a reliable provider (Cable, DSL, or Fiber).
• Direct connection to router/modem via Ethernet cable.
• Proof of internet speed and service package may be requested.
• Requirements may change as new systems arrive.

Travel

Must be available to travel when necessary.

Equal Opportunity Employer, including disabled/veterans.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Industry

Banking

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