SUMMARY/OBJECTIVES:

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. Must build and maintain rapport with the customer by quickly earning trust and establishing themselves as subject matter experts. The CCR can identify the customer’s problem, effectively communicate the resolution and use judgment to escalate issues and report trends to management as needed. Actively seeks to retain customer relationships. Ensures compliance with South State Bank Code of Business Conduct and Ethics and other operating procedures while still maintaining the essential customer experience.

Essential Functions:

• Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.
• Promptly answers 50 - 70 inbound phone inquiries per day, 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 CCR 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.
• Always maintain a positive and professional demeanor with customers 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.

The duties and responsibilities listed above may be revised at any time within the sole discretion of South State Bank without advance notice to or the consent of the employee.

Other Positions:

• South State Bank reserves the exclusive right to transfer an employee, without their consent or advance notice, from their current position to any other position within the same branch or a different branch.

Telecommuting Requirements:

• 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.

• 12+ months customer service experience.
• 6+ months call center experience.
• Experience working in a fast-paced environment.
• Experience in prioritizing tasks and time to ensure efficiency.

Telecommuting Technical Requirements:

• 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.
• Check your download speed using a speed test.
• To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
• SouthState reserves the right to request proof of internet provider, speed and service package from the employee.
• Requirements are subject to change, as new systems and technology is delivered.

Training Requirements/Classes:

• Successfully complete our five (5) week Customer Care New Hire Training – Attendance is mandatory. Training hours are Monday- Friday, 8:30am to 5:00pm.
• Annual Regulatory Compliance Training
• Additional Training:
• Basic Banking, Active Listening, Written Communications Suite, Verbal Communications Suite, Telephone Etiquette, Essentials of Workplace Conduct, Handling Conflict in the Workplace, Team Building, Quality Customer Service Matters and Understanding Bank Products.
• Recurring technical training as required

Personal Qualities:

• 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
• Additional qualities listed below in Behaviors and Motivations