Remote Customer Care Representative I – Frontline Banking Support Specialist for SouthState Bank (Charleston, SC Area)

Why SouthState Bank? Your Future in a Century‑Old Financial Institution

Founded over a hundred years ago, SouthState Bank has grown from a regional community bank into a trusted financial partner for individuals, families, and businesses across the Southeast. Our legacy is built on strong relationships, innovative solutions, and a deep commitment to the communities we serve. As we continue to modernize and expand our digital footprint, we’re looking for passionate, service‑focused professionals who want to embody our values and help shape the future of banking—right from the comfort of their homes.

Joining SouthState means becoming part of a culture that celebrates diversity, encourages continuous learning, and rewards results. Whether you’re a seasoned banking professional or an emerging talent eager to launch a rewarding career, our remote Customer Care team offers the platform to develop expertise, advance your career, and make a meaningful impact on the lives of our customers.

Position Snapshot – Remote Customer Care Representative I

As a Remote Customer Care Representative I, you will be the voice of SouthState Bank for customers contacting us via phone, chat, or secure messaging. You’ll provide knowledgeable, courteous, and efficient assistance on a broad range of banking products—including checking and savings accounts, loans, debit cards, and digital banking services. By delivering first‑call resolution and building confidence through empathetic service, you’ll help retain loyal relationships and promote the bank’s virtual branch offerings.

Location Requirement: Candidates must reside within a 50‑mile radius of Charleston, SC, to comply with our remote‑work eligibility standards.

Key Responsibilities – What Your Day Will Look Like

• First‑Call Resolution: Listen actively, ask probing questions, and apply critical‑thinking skills to diagnose and resolve customer inquiries on the initial contact.
• Inbound Call Management: Answer calls promptly and professionally, ensuring each interaction reflects SouthState’s commitment to personalized service.
• Product Knowledge Application: Offer accurate information on account balances, transaction histories, fund transfers, stop payments, loan status, PIN resets, and more.
• Digital Banking Support: Assist customers with Multi‑Factor Authentication (MFA) unlocks, online banking profile issues, password resets, and troubleshooting of self‑service tools.
• Debit Card Assistance: Handle inquiries, investigate unauthorized activity, block, reissue, or reorder cards, and manage Reg‑E disputes.
• Promote Virtual Branch Solutions: Educate customers about online and mobile banking features, encouraging adoption of convenient, secure digital services.
• Compliance & Security: Verify customer identity on every call, safeguard sensitive information, and adhere to all regulatory and internal policies.
• Quality & Productivity Targets: Meet or exceed established performance metrics, including call handling time, accuracy, and customer satisfaction scores.
• Continuous Learning: Complete ongoing training modules, including annual regulatory compliance and product updates, to stay current on banking best practices.
• Team Collaboration: Share insights, trends, and feedback with supervisors and peers to drive process improvements and enhance the overall customer experience.

Essential Qualifications – What You Bring to the Table

• Education: High school diploma or equivalent; additional post‑secondary coursework in business, finance, or related fields is a plus.
• Experience: Minimum of 1‑2 years in an inbound call‑center environment, preferably within the financial services sector.
• Technical Proficiency: Strong computer skills, comfortable navigating multiple banking platforms, CRM tools, and internet resources.
• Communication Mastery: Clear, articulate verbal communication and active listening abilities; demonstrated problem‑solving aptitude.
• Customer‑Centric Mindset: Genuine enthusiasm for helping people, patience under pressure, and a commitment to delivering exceptional service.
• Integrity & Confidentiality: Proven track record handling confidential information responsibly and adhering to ethical standards.
• Adaptability: Ability to work flexible hours, manage shifting priorities, and thrive in a fast‑paced remote setting.

Preferred Qualifications – The Extras That Set You Apart

• Prior experience with SouthState’s digital banking suite or similar online banking platforms.
• Certification in Customer Service Excellence (e.g., HDI, COPC) or banking compliance training.
• Knowledge of Federal Reserve, FDIC, and other regulatory frameworks governing retail banking.
• Demonstrated success achieving or surpassing KPI targets in previous roles.
• Proficiency with Microsoft Office, especially Excel for reporting and data analysis.

Core Competencies – Skills for Sustained Success

• Analytical Thinking: Ability to interpret transaction data, detect patterns, and propose effective resolutions.
• Emotional Intelligence: Recognize and respond to customer emotions, de‑escalate tense situations, and maintain a calm demeanor.
• Time Management: Prioritize tasks to handle multiple inquiries while meeting productivity standards.
• Team Orientation: Share best practices, volunteer for cross‑training, and contribute to a collaborative remote culture.
• Technology Savvy: Quickly adapt to new software releases, troubleshoot basic technical issues, and assist customers with device‑related questions.

Compensation, Perks & Benefits – What You’ll Receive

SouthState offers a competitive salary aligned with market rates for remote banking support roles, complemented by a comprehensive benefits package that includes:

• Medical, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays) to support work‑life balance.
• Employee Assistance Program (EAP) for mental health and personal counseling.
• Continuous education stipend for certifications and professional development.
• Performance‑based bonuses and recognition programs.
• Remote‑work equipment allowance (headset, ergonomic accessories, and optional laptop).
• Access to virtual social events, wellness challenges, and community volunteer opportunities.

Career Growth – A Pathway to Advancement

SouthState believes in promoting from within. As a Customer Care Representative I, you’ll have clear pathways to higher‑level roles such as Customer Care Representative II, Team Lead, Operations Analyst, or even specialized positions in fraud prevention, compliance, or digital product management. We provide:

• Structured mentorship programs pairing you with experienced banking professionals.
• Regular performance reviews focused on skill development and career aspirations.
• Access to internal job boards showcasing openings across the organization.
• Learning portals featuring courses on advanced banking operations, data analytics, and leadership.

Work Environment & Culture – Thriving in a Remote Setting

Our remote workforce is supported by a culture that values:

• Inclusivity: Diverse perspectives are celebrated, and every employee is encouraged to bring their whole self to work.
• Transparency: Open communication from senior leadership about company performance, strategic direction, and community impact.
• Empowerment: Autonomy to make decisions that benefit the customer while adhering to compliance standards.
• Recognition: Frequent shout‑outs, awards, and incentives for outstanding service and innovation.
• Well‑Being: Programs encouraging physical health, mental wellness, and work‑life harmony, including virtual fitness classes and mindfulness sessions.

Each team member works from a dedicated, private home office that meets SouthState’s telecommuting standards. We provide clear guidelines for setting up an ergonomic workstation, protecting data privacy, and maintaining a professional atmosphere during calls.

Technical Requirements for Remote Work – Staying Connected

To ensure seamless service delivery, all remote employees must meet the following technical criteria:

• A minimum internet speed of 10 Mbps download and 5 Mbps upload from a reliable cable, DSL, or fiber‑optic provider.
• Direct Ethernet connection to the router/modem (no Wi‑Fi‑only setups).
• Dedicated, quiet workspace separate from household traffic, guaranteeing privacy for customer information.
• Company‑approved headset with noise‑cancelling microphone.
• Secure, password‑protected computer with up‑to‑date antivirus and firewall protection.
• Ability to install and run SouthState’s VPN and remote‑access tools for compliance monitoring.

SouthState reserves the right to request proof of internet speed and may conduct periodic audits to confirm that remote work standards are maintained. Failure to meet these requirements could result in temporary suspension of remote privileges.

Compliance & Training – Our Commitment to Excellence

All new hires complete a comprehensive onboarding curriculum, including:

• Customer Care New Hire Training – foundational knowledge of banking products, call handling etiquette, and system navigation.
• Annual Regulatory Compliance Training – covering privacy laws (e.g., GLBA, CCPA), anti‑money‑laundering (AML) protocols, and ethical standards.
• Continuous Skill‑Enhancement Sessions – optional webinars on emerging fintech trends, digital banking innovations, and advanced troubleshooting.

Compliance isn’t a one‑time event; it’s woven into every interaction, ensuring we protect our customers and uphold the bank’s reputation.

How to Apply – Take the Next Step Toward a Rewarding Career

If you’re a motivated, customer‑obsessed professional looking to join a respected, forward‑thinking institution, we want to hear from you. Click the link below to submit your application, attach your resume, and share a brief cover letter highlighting why you’re the ideal fit for SouthState’s Remote Customer Care team.

Apply Now – Become a SouthState Customer Care Champion

We look forward to welcoming you to a community where your talent is valued, your growth is supported, and your impact is felt by customers across the Southeast.