Customer Service Associate I

Job Description

At First PREMIER Bank and PREMIER Bankcard, we've created a culture that emphasizes personal success, respect, health, and wellness, fun and giving back. This is an environment where you will be rewarded, valued, and celebrated for your hard work.

We offer a robust and expanded package of health benefits, incentives, paid time off and growth and career advancement opportunities. We celebrate our employees and show our appreciation with private concerts, outdoor bashes, cash and car giveaways and more! See some of our epic celebrations and employee recognitions.

Considered one of the nation's strongest financial organizations, we've achieved our success by embodying the views and values of The PREMIER Way. From our CEOs to the newest hires, we all follow these shared views and values to guide us on how to treat our customers, co-workers and communities. The PREMIER Way also serves as a roadmap on how to be successful inside and outside of the workplace. We believe in investing in our employees, their families and our communities.

Job Description:

Customer Service Associate I

Job Code: 147

Department: Customer Service

FLSA Status: Non-Exempt

Job Purpose:

Provide customer service and account support on inbound phone calls. Accurately maintain records, navigate online and mobile platforms, ensure compliance, handle processing fees, effectively communicate account benefits, and address fraudulent activities.

Primary Responsibilities:

Essential duties and responsibilities include the following. Other duties may be assigned.

• Ensure the accuracy of basic customer details, maintained in the system are accurate, while documenting follow-up actions promised and recording all actions taken.
• Provide product and service information, respond to customer questions, and address customer issues and concerns, and escalate appropriately.
• Adhere to mandatory procedures to ensure work is performed in accordance with quality standards while complying with external regulatory codes and internal codes of conduct.
• Assisting with credit limit increases, card replacements, and payment arrangements.

Skills:

• Manage inbound calls efficiently addressing the key needs of the customers.
• Connect with customers to strengthen the relationship, creating positive experiences and problem-solve issues related to dissatisfaction, billing, fraud, or disputes.
• Understand credit card products, transactions, compliance and security protocols.
• Strong drive to excel, embrace challenges, and make meaningful contributions.
• Navigate customer service software and databases.

Education and Experience:

• High school diploma or equivalent is preferred.
• Three Months (3) customer service experience, preferred.

Physical Demands and Work Environment:

The physical demands required to perform the essential functions of the job:

• Extended periods of sitting and working on a computer is required.
• Must occasionally lift and/or move up to 15 pounds.
• Work environment is a standard office setting.

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. On call rotation may be required.

This job description indicates, in general terms, the type and level of work performed as well as the typical responsibilities of employees in this position. This job description may be modified at any time at the discretion of department management.