• Job Description

  Req#: CHANN003326

  Location: Sioux Falls, SD
  Shift: Monday-Friday 8am-5pm
  Job Status: Full-Time
  Company: First PREMIER Bank

  A bout the Role
  Are you looking for the opportunity to utilize your knowledge within the banking industry? PREMIER is looking for a Channel and Customer Experience Specialist who will be responsible for our Online and Mobile Banking, ATM, Debit Cards, and IVR channels, overseeing day-to-day service delivery, reporting and analytics on usage, trends and behaviors, and ongoing enhancements that improve the customer experience.

  Job Duties and Responsibilities

  • Manage First PREMIER’s Online and Mobile Banking channel.
    

    • Serves as the subject matter expert on consumer and business digital products and services from both back office and customer perspectives.

    • Evaluates other product offerings and assists in migrations and updates.

    • Establish and maintains procedures as they relate to the digital channels.

    • Manages assigned third party vendors and ensures performance against service level agreements.

    • Assists in Compliance and other audits related to all aspects of digital banking division.

    • Maintains escalation procedures and contingency plans.

    • Recommend automation to streamline and replace manual processes.

    • Partners with Digital Banking Relationship Specialist, Retail, Commercial, Marketing, Wealth, Operations, and Business Analytics on driving development of digital journeys and workflows.

    • Solicits feedback from all business lines and customers as an opportunity to improve performance and identify any areas for change

  • Ensures Interactive Voice Response (IVR) and Digital Screens are accurate and updated consistently.
    • Manages the iTalk platform with JHA.

    • Partners with Bank’s marketing team to ensure lobby screens and ATM screens are consistent with campaigns and our corporate brand.

    • Reviews reports to determine customer behaviors and options to improve ease of use.

    • Engages with associated vendors.

  • Manage First PREMIER's debit card and ATM channels as unified with the overall customer experience.

    • Work in partnership with Marketing on brand and card

    • Research trends in the payment space as it relates to customer experience and usage.

    • Provide monthly analytics and dashboards on customer behaviors and usage.

    • Actively engage with applicable vendors and manage relationship.

    • Oversees new ATM installations, as well as coordinates ATM removals and system migrations.

    • Partners with Marketing to ensure ATM screens are consist with our brand and current campaigns.

    • Manages projects as they relate to customer experiences, enhancements, and upgrades.

  • Analysis and Reporting

    • Establish dashboards and reports and distribute on monthly basis to management.

    • Identify and establish KPI’s and metrics that verify knowledge transfer, employee satisfaction and ROI.

    • Work in partnership with the digital banking team, marketing, business analytics and customer care to create comprehensive dashboards of digital products to illustrate adoption, usage, and retention through the customer journey and distribute to management on monthly basis.

    • Explore and propose personalization methods and ways to map customer preferences and features.

  Skills and Qualifications

  • A Bachelor’s degree in Business, or related field preferred, or 3+ years’ experience in the banking industry.

  • Experience with Financial Services, Banking Transformation and/or experience within a regulatory/compliance-driven environment highly preferred.

  • Highly motivated self-starter comfortable leading and managing in the listed areas of responsibility.

  • Ability to establish and maintain effective working relationships with individuals and leadership within and outside direct authority.

  • Proficiency using Word, Excel, PowerPoint.

  • Organized, initiative-taking and capable of working in a rapidly changing environment with the ability to effectively interact with all levels of management and outside vendors.

  • Ability to response and hold confidential information.

  • Dependable, cooperative, flexible.

  • Ability to troubleshoot and resolve issues involving multiple variables.

  • Exceptional follow through skills and project management.

  • Excellent communication skills including public speaking, presentation, oral and written communication with strong English proficiency.

  • Computer skills.

  • Ability to concentrate and work independently.

  • Attention to detail, analytical and problem-solving skills.

  • Capacity to learn, adapt to change and become proficient quickly.

  • Ability to manage stress, exercise self-control, adhere to company policies and procedures and uphold The PREMIER Way.

  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

  • Emphasis on personal success, respect, health, wellness, fun and giving back
  • Employees are rewarded, valued, and celebrated for hard work
  • Various Career advancement opportunities and growth
  • Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more

• About the company

  First Premier Bank, headquartered in Sioux Falls, South Dakota, is the 13th largest issuer of MasterCard brand credit cards in the United States.

Notice