Bilingual Customer Care Associate

First PREMIER Bank and PREMIER Bankcard; Sioux Falls (SD); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Full medical benefits

Paid Time Off

401(k) match

Wellness program

Volunteer hours

Employee parties

Job summary

First PREMIER Bank and PREMIER Bankcard in Sioux Falls, SD is seeking a Bilingual Customer Care Associate fluent in English and Spanish to deliver best-in-class support via phone, email and secure messaging.

As the primary contact for inbound inquiries, you will troubleshoot issues, verify identities, explain bank services, and look for cross-sell opportunities while maintaining a calm, empathetic demeanor. This is a full-time role with competitive benefits.

Qualifications

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

Responsibilities

• Provide customer support by phone, email, or secure messaging.
• Troubleshoot and research banking issues, identify root causes, and resolve problems.
• Verify customer identity following internal protocols and ensure confidentiality.
• Explain policies, processes, and products to customers; educate on online banking and services.
• Cross-sell suitable products to deepen customer relationships and collaborate with bank departments.

Skills

Bilingual (English/Spanish)

Education

High school diploma or equivalent

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.If you would like to request an accommodation to help you with your online application or interview, please send an email to [e-mail] Description:Bilingual Customer Care Associate – English & Spanish BilingualFluent bilingual skills (English/Spanish) are compensated in the form of a 10% differential.Location: Sioux Falls, SDShift: Monday - Friday - Rotating SaturdaysJob Schedule: Full-TimeCompany: First PREMIER BankAbout the RoleProvide 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 ResponsibilitiesEssential duties and responsibilities include the following. Other duties may be assigned.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 QualificationsDemonstrate 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 PackageFull medical benefits when working 20+ hours per weekTraditional and High-Deductible health plan options availableFREE dental and vision coverageGenerous Paid Time Off plans401(k) – dollar-for-dollar match up to 5% of total compensationSpecial discounts and offers for events at the Denny Sanford PREMIER CenterPREMIER Wellness ProgramPaid Community Volunteer Hours – PREMIER averages 30,000 hours per yearFun Employee PartiesOur CultureEmphasis on personal success, respect, health, wellness, fun and giving backEmployees are rewarded, valued, and celebrated for hard workVarious Career advancement opportunities and growthAppreciation is shown through concerts, outdoor bashes, cash, car giveaways and more