CB Customer Service Representative - Decatur, AL

The SouthState 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.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

Summary

The Corporate Billing Customer Service Representative is responsible for contacting customers to obtain payment statuses on past-due invoices, research past due invoices if needed,  document obtained statuses in the cbCentral system, provide customers requested copies of invoice documents to support past due statuses, enter customer reported disputes and requests for account adjustments into the cbCentral system,  work and resolve cbCentral  assigned tasks , solicit customer enrollment for e-mail statements and  answer and resolve in-bound calls placed to the Corporate Billing Customer Service Queue.

Duties & Responsibilities

• Make an average of 65 calls a day

• Work buyout schedules if assigned

• Perform research on past-due invoices

• Work email and statement exceptions if assigned and Work return mail if assigned

• Document status updates in cbCentral in a clear and concise manner

• Provide excellent customer service by answering inbound and outbound customer service

• Solicit customer enrollment for e-mail statements

• Work and resolve assigned tasks in cbCentral in a timely and accurate manner

• Escalate payment status issues to Collections Management

• Train new collectors on collection policies/procedures and system use

• May assist with dispute resolution process

• It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Qualifications

Education Requirements

• High school graduate or equivalent is required

Minimum Experience

• At least 1 year clerical/ office work is required

Knowledge, Skills, & Abilities

• Excellent verbal and written communication skills are required as well as excellent customer relations skills

• Must be able to function effectively as part of a team and must possess the ability to deal effectively and tactfully with clients/vendors

• Must be proficient in Excel and Word and general office duties

• Ability to multitask

• Must effectively manage workflow and assignments-appropriately prioritizing work.  Attention to detail and accuracy is required.

Physical Demands and Work Environment

Physical Demands

• Ability to communicate in person, on the phone, and through electronic channels

• Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor

• Ability to sit, walk, and/or stand for extended periods of time

• Ability to bend and reach

Work Environment

• Office: If the position reports to a physical Company location, the setting will be a typical office environment.

• Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable).  Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.

Equal Opportunity Employer, including disabled/veterans.