Customer Care Representative - Remote of Orangeburg, SC

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.

This role is remote; you must reside within 50 miles of Orangeburg, SC, and work the shift 11:15 am–8:00 pm EST with rotating Saturday shift.

Provide superior customer service to external and internal customers by delivering a seamless experience, regardless of the product, application, or service need. Build and maintain rapport with customers, quickly earn trust, and establish yourself as a subject‑matter expert. Identify the customer’s problem, communicate resolution effectively, use judgment to escape issues, and report trends to management as needed. Actively seek to retain customer relationships while ensuring compliance with South State Bank Code of Business Conduct and Ethics and other operating procedures.

• 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, including 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, including 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, including inquiries, research, blocking, reissuing/reordering cards, and Reg‑E disputes.
• Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
• Promote our virtual branch solutions to 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.

• Strong knowledge of banking procedures.
• Patience, ability to remain calm even when customers are stressed or upset.
• Strong multi‑tasking and problem‑solving skills to handle and respond to inquiries timely.
• Attentiveness, ability to listen to customers 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/Specific Knowledge:
  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…