Customer Care Associate

Overview

Location:

Sioux Falls, SD

Shift: Monday - Friday, 8:00am – 9:00am start (ending between 5:00pm and 6:00pm). Rotating Saturdays 9:00am – 12:00pm.

Job Schedule:

Full-Time

Company:
First PREMIER Bank

Language:
Fluent bilingual skills (English/Spanish) are compensated with a 10% differential.

• Provide customer support to bank customers through telephone, email, and messaging. Serve as the primary contact for inbound customer inquiries and issues.
• Deliver best-in-class customer support and assume ownership to resolve issues and deepen the customer relationship with First PREMIER Bank.
• Troubleshoot and research banking issues, identify root causes, and use tools to determine resolutions.
• Track and document inbound support requests and ensure accurate notation of customer problems.
• Update customer information and ensure correct entry of contact details.
• Verify customer identity according to internal banking protocols while maintaining confidentiality and compliance.
• Actively listen to customers, ask clarifying questions, maintain composure, and convey empathy to understand issues fully.
• Explain policies, processes, and products to customers, assist with online banking processes, and educate on bank services to support the customer.
• Assess customer relationships to identify potential needs, explain product features and benefits, and determine appropriate cross-sell opportunities to deepen the relationship.
• Communicate effectively and collaborate with all bank departments.

• Excellent interpersonal skills with the ability to communicate effectively via phone, in person, and in writing.
• Basic computer skills and comfort navigating standard office software and systems.
• Ability to learn, adapt to change, and explain complex products, processes, and policies in simple terms.
• Ability to handle stress, exercise self-control, diffuse verbal conflicts, and adhere to company policies and procedures.
• Maintains a consistently professional and respectful demeanor in all interactions.
• High school diploma or equivalent preferred.
• Minimum of 1 year experience in banking and/or customer service preferred.

• Full medical benefits when working 20+ hours per week
• Traditional and High Deductible health plan options
• Dental and vision coverage
• Generous Paid Time Off
• 401(k) with dollar-for-dollar match up to 5%
• Wellness program and volunteer hours