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:
Location: Sioux Falls, SD
Shift: Varying shift options available
Job Status: Full-Time and Part-Time
Company: PREMIER Bankcard
Work Site: This Job is offered on-site in Sioux Falls. Employees must live withing 50 miles of a PREMIER location or plan on relocating.
Fluent Bilingual skills (English/Spanish) are compensated in the form of a 10% differential. Bilingual skills are not required.
Shift Options:
- Full-Time: 12:30pm-9:00pm Monday - Friday, every third Saturday 8am-4:30pm
- Full-Time: 12:00pm-9:00pm Monday - Friday, every third Saturday 8am-4:30pm
- Part Time: 2pm-9pm Monday - Friday, every third Saturday 8am-4:30pm
- No Sundays!
About the Role
Provide verbal communication to customer inquiries via telephone as it relates to billing and fraud disputes, utilizing active listening and investigative questioning skills to initiate new lost/stolen and/or disputes. Obtain necessary information to resolve disputes and provide status updates to customers including case resolutions.
Job Duties and Responsibilities
Essential duties and responsibilities include the following. Other duties may be assigned.
- Answer inbound calls from customers regarding billing and/or fraud disputes and communicate current status.
- Process new lost and/or stolen reports and billing dispute inquires.
- Identify potential issues and contact cardholders and merchants regarding fraud or billing disputes.
- Execute account adjustments, reinstatements, and closures to mitigate financial risks for the bank, while preparing and submitting recommendations for further account actions, escalating to a supervisor for review and approval when required.
- Follow policies and procedures, state and federal regulations and ensure all department standards are met.
Skills and Qualifications
- Good verbal and written communication skills.
- Intermediate computer skills and competency of language.
- Ability to focus and works without supervision.
- Strong skills in detail orientation, analytical thinking, and problem-solving.
- Embrace positive attitude towards change.
- High school diploma or equivalent is preferred.
- Experience of the credit card system and processes in Customer Service, Security Fraud Disputes, Security Fraudulent Applications, Loss Prevention, and/or Billing Disputes, preferred.
- 3 years’ experience in call center area preferred.
Competitive Benefits Package
- Full medical benefits when working 20+ hours per week
- Traditional and High Deductible health plan options available
- FREE dental and vision coverage
- Generous Paid Time Off plans
- 401(k) – 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 – PREMIER averages 30,000 hours per year
- Fun Employee Parties
Our Culture
- We have an emphasis on personal success, respect, health, wellness, fun and giving back
- Employees are rewarded, valued, and celebrated for hard work.
- Career advancement opportunities is a way PREMIER leaders show they care.
- Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more.
Skills Required
- Good verbal and written communication skills
- Intermediate computer skills and language competency
- Ability to focus and work without supervision
- Strong detail orientation, analytical thinking, and problem-solving skills
- Positive attitude toward change
- High school diploma or equivalent
- Experience with credit card systems and processes in customer service, security fraud disputes, fraudulent applications, loss prevention, or billing disputes
- Three years of call center experience
What We Do
First PREMIER Bank and PREMIER Bankcard are considered one of the strongest financial organizations in the nation. We’ve achieved our success by embodying the views and values of The PREMIER Way. Our customers are the number one reason we exist. Our employees are our most valuable resource, and serving others is our foundational core. We are an American Banker Magazine’s “Best Banks to Work For”, one of the top 15 issuers of Mastercard® credit cards and believe in always doing what’s right for our employees, customers and communities. We are active supporters of more than 700 charities and non-profits. Our employees also contribute over 30,000 hours of community service annually. Member FDIC. Equal Housing Lender. AA/EOE. About First PREMIER Bank First PREMIER Bank is a Sioux Falls-based financial industry leader with nearly $3 billion in total assets. We serve our local, regional and national clients with pride and personal customer care. First PREMIER is consistently ranked as a top-performing bank for asset size by the American Banking Association’s Banking Journal. Most recently, we were named the Best Performing Large Community Bank in the Nation by S & P Global Market Intelligence. About PREMIER Bankcard Second chances are our first priority. As the 12th largest issuer of Mastercard® credit cards, we're proud to have millions of cardholders nationwide - good people who may have had less-than-perfect credit and need someone on their side. Along with a second chance, we also provide award-winning U.S. based customer service and are the recipients of three silver and three bronze Stevie Awards for customer service (Contact Center of the Year, Customer Service Dept. of the Year, Most Valuable Response by a Customer Service Team.)
