Bilingual Customer Care Associate

First PREMIER Bank/PREMIER Bankcard; Sioux Falls (SD); Presencial; USD 21.000 - 26.000; Tempo integral

Benefícios oferecidos por esta vaga

Full medical benefits

Dental and vision coverage

Generous Paid Time Off

401(k) match

Wellness program

Volunteer hours

Employee events

Resumo da vaga

First PREMIER Bank is seeking a Bilingual Customer Care Associate (English/Spanish) in Sioux Falls, SD. You will be the primary contact for inbound inquiries via phone, email, and secure messaging, providing best-in-class service and resolving banking issues.

The role requires clear communication, empathy, and the ability to explain product features and processes. A high school diploma is preferred, with 1 year in banking or customer service encouraged.

Qualificações

• Bilingual (English/Spanish) required; compensation differential.

Responsabilidades

• Provide customer support via phone, email, and messaging.
• Serve as primary contact for inbound inquiries.
• Troubleshoot banking issues and resolve customer problems.
• Document and track customer requests and update records.
• Verify customer identity per bank protocols.
• Explain policies, processes and product features to customers.
• Identify potential needs and cross-sell appropriate products.
• Collaborate with other bank departments.

Conhecimentos

Bilingual fluency (English/Spanish)

Interpersonal skills

Computer literacy

Adaptability

Stress management

Professional demeanor

Communication (verbal)

Communication (written)

Formação

High school diploma or equivalent

Descrição da vaga

At First PREMIER Bank and PREMIER Bankcard, we’ve created a culture that emphasizes personal success, respect, health, and wellness, fun and giving back. This is an environment where you will be rewarded, valued, and celebrated for your hard work.

We offer a robust and expanded package of health benefits, incentives, paid time off and growth and career advancement opportunities. We celebrate our employees and show our appreciation with private concerts, outdoor bashes, cash and car giveaways and more! See some of our epic celebrations and employee recognitions.

Considered one of the nation’s strongest financial organizations, we’ve achieved our success by embodying the views and values of The PREMIER Way. From our CEOs to the newest hires, we all follow these shared views and values to guide us on how to treat our customers, co-workers and communities. The PREMIER Way also serves as a roadmap on how to be successful inside and outside of the workplace. We believe in investing in our employees, their families and our communities.

If you would like to request an accommodation to help you with your online application or interview, please send an email to [e-mail].

Job Description

Bilingual Customer Care Associate – English & Spanish Bilingual

Fluent bilingual skills (English/Spanish) are compensated in the form of a 10% differential.

Location: Sioux Falls, SD

Shift: Monday - Friday - Rotating Saturdays

Job Schedule: Full-Time

Company: First PREMIER Bank

About The Role

Provide customer support to bank customers through telephone, email and messaging. Deliver best-in-class customer support, as primary point of contact for inbound customer issues/inquiries. Assume a high level of ownership in providing an exceptional customer experience when resolving customer issues and help deepen the customer relationship with First PREMIER Bank.

Job Duties And Responsibilities

• Receives customer calls including answering phone, greeting customers, and displaying an upbeat and helpful demeanor to create a positive first impression.
• Provides customer support by phone, email, or secure messaging to customers. Serves as primary contact for inbound customer inquiries.
• Troubleshoots and researches customer online and traditional banking issues, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Verifies customer identity based on internal banking protocols, including asking customers to provide personal information and comparing that information to data stored in the computer system to ensure confidentiality and legal compliance.
• Actively listens to customers as they explain issues, asking necessary questions for clarification, maintaining composure with upset customers, and conveying a sense of empathy to fully understand the customer's issue.
• Clearly explains policies, processes and products to customers including answering questions, helping customers understand product features, helping customers with online banking processes, and general bank services to educate and support customers.
• Review customer relationships to identify potential needs, determining most appropriate products for customers, explaining features and product benefits, and determining appropriate situations for cross-selling to suggest products to deepen customer relationship with bank.
• Effectively communicate and collaborate with all bank departments.

Skills And Qualifications

• Demonstrate excellent interpersonal skills with the ability to communicate effectively via phone, in person, and in written formats.
• Possess basic computer skills and is comfortable navigating standard office software and systems.
• Capacity to learn, adapt to change, become proficient in complex tasks, and understand, navigate and explain products, processes and policies simply.
• Ability to handle stress, exercise self-control, diffuse verbal conflict, adhere to company policies and procedures.
• Uphold a consistently professional and respectful demeanor in all interactions.
• High school diploma or equivalent is preferred.
• A minimum of 1 year experience in banking and/or customer service is preferred.
• English & Spanish required.

Competitive Benefits Package

• Full medical benefits when working 20+ hours per week
• Traditional and High-Deductible health plan options available
• FREE dental and vision coverage
• Generous Paid Time Off plans
• 401(k) – dollar-for-dollar match up to 5% of total compensation
• Special discounts and offers for events at the Denny Sanford PREMIER Center
• PREMIER Wellness Program
• Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
• Fun Employee Parties

Our Culture

• Emphasis on personal success, respect, health, wellness, fun and giving back
• Employees are rewarded, valued, and celebrated for hard work
• Various Career advancement opportunities and growth
• Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more