Bilingual Customer Care Associate

First PREMIER Bank•Sioux Falls, SD

13d•Onsite

About The Position

First PREMIER Bank and PREMIER Bankcard are seeking a Bilingual Customer Care Associate who will provide customer support to bank customers through telephone, email, and messaging. This role serves as the primary point of contact for inbound customer issues and inquiries, requiring a high level of ownership to deliver exceptional customer experiences and deepen customer relationships with First PREMIER Bank. The position offers a 10% differential for fluent bilingual skills in English and Spanish.

Requirements

Fluent bilingual skills (English/Spanish)
Excellent interpersonal skills with the ability to communicate effectively via phone, in person, and in written formats.
Basic computer skills and comfort 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, and adhere to company policies and procedures.
Uphold a consistently professional and respectful demeanor in all interactions.

Nice To Haves

High school diploma or equivalent is preferred.
A minimum of 1 year experience in banking and/or customer service is preferred.

Responsibilities

Receives customer calls, including answering the 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.
Reviews 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 communicates and collaborates with all bank departments.