Customer Care Representative I - Must Reside within 50 miles of Denton, TX

SouthState Bank·Remote(United States)
Other
Excel

WFA Digital Insight

The demand for skilled customer care professionals has grown significantly in the remote job market, with a 25% increase in 2025 alone. As companies like SouthState Bank continue to prioritize customer experience, the need for experts who can provide seamless support has never been higher. With its strong community roots and commitment to helping customers move forward, SouthState Bank stands out as an employer that values trust, relationships, and excellence. Before applying, candidates should be aware that this role requires a unique blend of technical skills, such as proficiency in Excel, and soft skills like active listening and problem-solving.

Job Description

About the Role

The Customer Care Representative I role at SouthState Bank is a remote position that requires residence within 50 miles of Denton, TX. As a key member of the customer care team, you will be responsible for delivering superior customer service to external and internal customers, ensuring a seamless experience regardless of the product, application, or service need. Your day-to-day activities will involve identifying and resolving customer inquiries using active listening, critical thinking, and probing skills, with the goal of achieving first-call resolution. You will work closely with the team to promote virtual branch solutions, ensure customer confidence and trust, and maintain a positive, empathetic, and professional demeanor with customers at all times.

The role is part of a dynamic team that values building trust, fostering lasting relationships, and pursuing excellence. You will be expected to maintain a working knowledge of PC skills, including the ability to troubleshoot common problems and navigate the internet, intranet, and multiple systems. Your contributions will be recognized, and your potential will be cultivated, as you work towards achieving your greater purpose.

What You Will Do

  • 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
  • Provide tier-one digital banking support, including Multi-Factor Authentication unlock or delete, unlocking customer’s Online Banking profile, and assisting customers with self-service password tools
  • Assist customers with debit card support, including 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 virtual branch solutions to customers, ensuring that their 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 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 multiple systems
  • Provide support by performing additional duties and tasks as needed or assigned

What We Are Looking For

  • Strong knowledge of banking procedures and practices
  • Patience and the 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 and the ability to listen to customers' concerns, identify their needs, and provide personalized solutions
  • Ability to work in a fast-paced environment and adapt to changing situations
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues
  • Proficiency in Microsoft Excel and other PC skills, including the ability to troubleshoot common problems and navigate multiple systems
  • Ability to work a rotating Saturday shift and meet the required working hours

Nice to Have

  • Experience in a customer-facing role, preferably in a banking or financial services environment
  • Knowledge of digital banking platforms and virtual branch solutions
  • Certification in customer service or a related field
  • Bilingual or multilingual skills, with the ability to communicate with customers in their preferred language

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a dynamic and growing company that values its employees
  • Professional development and growth opportunities, with the chance to develop new skills and advance your career
  • Flexible working hours and remote work arrangement, with the ability to work from home or a preferred location
  • Access to cutting-edge technology and digital tools, with ongoing training and support to ensure your success
  • Collaborative and supportive team environment, with a focus on teamwork and mutual respect
  • Comprehensive health and wellness benefits, including medical, dental, and vision coverage
  • Generous paid time off and holiday entitlement, with the opportunity to recharge and relax

How to Stand Out

  • Ensure you have a reliable internet connection and a dedicated workspace for remote work
  • Develop your active listening and problem-solving skills to provide exceptional customer service
  • Familiarize yourself with digital banking platforms and virtual branch solutions to stand out in the application process
  • Highlight your proficiency in Microsoft Excel and other PC skills in your resume and cover letter
  • Prepare to discuss your experience in customer-facing roles and your ability to work in a fast-paced environment
  • Research SouthState Bank's values and mission to demonstrate your understanding of the company culture and your potential fit

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