Bilingual Customer Care Associate

About the role

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

Essential 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 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