Bilingual Customer Care Associate

First PREMIER Bank in; Sioux Falls (SD); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Full medical benefits

Paid Time Off

401(k) match

Wellness program

Volunteer hours

Job summary

First PREMIER Bank in Sioux Falls is seeking a Bilingual Customer Care Associate (English/Spanish) to support customers by phone, email and secure messaging. You will be the primary contact for inbound inquiries, providing an exceptional customer experience and helping deepen relationships with the bank.

The role requires strong communication, empathy and problem solving. A high school diploma and at least 1 year in banking or customer service are preferred; bilingual ability is required.

Qualifications

• High school diploma or equivalent required or preferred.
• Minimum 1 year banking and/or customer service experience preferred.
• Bilingual English/Spanish required.

Responsibilities

• Provide customer support via phone, email, and secure messaging.
• Serve as primary contact for inbound customer inquiries.
• Resolve banking issues and guide customers through processes.
• Track and document requests and verify customer information.
• Explain policies and products clearly and educate customers.

Skills

Bilingual English/Spanish

Customer service

Phone support

Communication

Education

High school diploma or equivalent

Tools

CRM software

Job description

Job Description:

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.

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

We Value People At PREMIER you get more than a paycheck, you get a rewarding career where you can make a difference!

Headquartered in Sioux Falls, South Dakota, First PREMIER Bank and PREMIER Bankcard are considered one of the nation’s strongest financial organizations. We have achieved this success thanks to our commitment to always doing what is right for our employees, customers and the communities we serve. We value people and treat our employees as our greatest resource. We actively invest in their professional growth and development, make a strong effort to recognize achievement and take the time to celebrate success.

Spirit of Giving Back Giving back to our communities is at the heart of PREMIER.

We support nearly 700 organizations, non-profits and events. Paid volunteer hours encourage PREMIER employees to get involved in the community. Our employees annually volunteer an average of 33,000 hours for causes important to them.

The PREMIER Way

Our spirit of giving is rooted in The PREMIER Way and the PREMIER Attitude. These shared views and values guide our interactions with each other, our customers and our communities. It’s the foundation of our culture and makes PREMIER a great place to work.

Learn More PREMIER Benefits

PREMIER employees who work 20+ hours per week are eligible for full-time benefits, including medical coverage with free vision and dental insurance. We offer expanded Paid Time Off and a highly competitive 401(k) plan that features a dollar-for-dollar company match after 120 days of employment. Employees can experience personal and professional growth through PREMIER University. It offers skill-based training, leadership classes and inspirational national speakers.

PREMIER Wellness

PREMIER Wellness unifies physical and mental health, financial wellness and community giving under one program designed to help employees find optimal work/life wellbeing. Through our Employee Assistance Program, employees have access to free counseling sessions, online resources and legal support. Community Giving offers our employees purpose-driven, meaningful opportunities where they know they are making a difference.

Celebrating Success

Recognizing and rewarding success is an important part of the PREMIER culture. We celebrate and show our appreciation with private concerts and special events. We’ve also celebrated with surprise gifts, cash/car giveaways, Apple watches, wireless earbuds and more! At quarterly staff meetings, employees who have gone above and beyond in their job or in their community are awarded a PREMIER Performer or PREMIER Eagle Service Award. Employees celebrating 20, 25, 30, 35, 40, 45 and 50 year Milestone Anniversaries receive $1,000 for every year they have worked with PREMIER.