Bilingual Customer Care Associate

FIRST PREMIER BANK•Sioux Falls, SD

1d•Onsite

About The Position

The Bilingual Customer Care Associate provides customer support to First PREMIER Bank customers by telephone, email, and secure messaging. As the primary point of contact for inbound issues and inquiries, the associate takes ownership of resolving customer concerns and delivering an exceptional customer experience. English and Spanish fluency is required and is compensated with a 10% differential. The role involves researching online and traditional banking issues, identifying root causes, explaining bank products and processes, and helping customers use online banking and other services. Associates document support requests, maintain accurate customer information, verify customer identity according to internal banking protocols, and identify appropriate opportunities to recommend products that may deepen customer relationships. The position is based in Sioux Falls, South Dakota, and is full-time, Monday through Friday, with rotating Saturdays.

Requirements

Fluent English and Spanish bilingual skills are required.
Excellent interpersonal skills and the ability to communicate effectively by phone, in person, and in writing.
Basic computer skills and comfort navigating standard office software and systems.
Ability to learn, adapt to change, become proficient in complex tasks, and understand, navigate, and explain products, processes, and policies clearly.
Ability to handle stress, exercise self-control, diffuse verbal conflict, and follow company policies and procedures.
Maintain a professional and respectful demeanor in all interactions.
A high school diploma or equivalent is preferred.
At least one year of banking and/or customer service experience is preferred.

Nice To Haves

High school diploma or equivalent.
At least one year of banking and/or customer service experience.

Responsibilities

Receive customer calls, answer the phone, greet customers, and create a positive first impression through an upbeat and helpful demeanor.
Provide support by phone, email, and secure messaging as the primary contact for inbound customer inquiries.
Troubleshoot and research online and traditional banking issues, identify root causes, and use available tools and resources to resolve customer problems.
Track and document support requests and accurately note customer problems or issues.
Update customer information and enter contact information accurately.
Verify customer identity using internal banking protocols to maintain confidentiality and legal compliance.
Listen actively, ask clarifying questions, remain composed with upset customers, and demonstrate empathy.
Explain bank policies, processes, products, product features, online banking processes, and general services to customers.
Review customer relationships to identify potential needs and recommend appropriate products and product benefits when suitable.
Communicate and collaborate effectively with all bank departments.