Bilingual Customer Care Associate

About the role

Provide customer support to bank customers through telephone, email and messaging. Deliver best‑in‑class customer support as the primary point of contact for inbound customer issues and inquiries. Assume a high level of ownership in providing an exceptional customer experience when resolving issues and help deepen the customer relationship with First PREMIER Bank.

Responsibilities

• Answer customer calls, greet callers, and display an upbeat, helpful demeanor to create a positive first impression.
• Provide support by phone, email, or secure messaging and serve as the primary contact for inbound inquiries.
• Troubleshoot and research online and traditional banking issues, identify root causes, and use tools and resources to resolve problems.
• Track and document inbound support requests, ensuring proper notation of customer problems.
• Update customer information and ensure accurate entry of contact details.
• Verify customer identity according to internal banking protocols, maintaining confidentiality and legal compliance.
• Listen actively, ask clarifying questions, maintain composure with upset customers, and convey empathy.
• Explain policies, processes, and products clearly, helping customers understand features and online banking procedures.
• Review customer relationships to identify needs, suggest appropriate products, and cross‑sell to deepen relationships.
• Communicate and collaborate effectively with all bank departments.

Requirements

• High school diploma or equivalent (preferred).
• Minimum of 1 year experience in banking and/or customer service (preferred).
• Fluent bilingual skills in English and Spanish (required).

Skills

• Excellent interpersonal skills; ability to communicate effectively via phone, in person, and in writing.
• Basic computer proficiency; comfortable navigating standard office software and systems.
• Capacity to learn, adapt to change, become proficient in complex tasks, and explain products, processes, and policies simply.
• Ability to handle stress, exercise self‑control, diffuse verbal conflict, and adhere to company policies.
• Consistently professional and respectful demeanor in all interactions.

Benefits

• Full medical benefits when working 20+ hours per week (traditional and high‑deductible health plan options).
• Free dental and vision coverage.
• Generous paid time off plans.
• 401(k) with 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 (averaging 30,000 hours per year).
• Fun employee parties, private concerts, outdoor bashes, cash and car giveaways.
• Career advancement and growth opportunities.

Pay

Bilingual fluent skills (English/Spanish) are compensated with a 10 % differential.

Schedule

• Location: Sioux Falls, SD
• Shift: Monday – Friday, rotating Saturdays
• Full‑time position