Company: PREMIER Bankcard, Sioux Falls, SD
Company Description: Founded in 1989 and headquartered in Sioux Falls, South Dakota, PREMIER Bankcard is privileged to be locally grown and nationally known with over 3.4 million active cardholders. We are proud of the reputation we have built as a top issuer of subprime credit cards in the US, but even more proud of the values embodied by our team of over 1,700 associates across four locations within South Dakota.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Financial Services Industries
 Nomination Title: PREMIER Bankcard New Customer Center Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
PREMIER Bankcard was founded to provide financial opportunities to people with less-than-perfect credit, offering a second chance for credit to those who need it most.
Community involvement is a priority. We invest in our communities with our time and resources. We support nearly 700 local organizations and are the largest United Way donor to the four communities we serve.
Our New Customer Center (NCC) team is devoted to helping prospects complete the application and activation processes via inbound calls. NCC associates provide a personalized experience so every customer can make a well-informed decision and ensure our solutions fit their needs.
Previously outsourced, PREMIER Bankcard’s New Customer Center (NCC) opened internally in July 2004 and quickly delivered positive impact on the customer experience and business profitability. NCC proudly has 75% of our staff working remotely. 74.26% of our current staff are Level III Credit App Associates. The introduction of Level IV gives all level III Credit App Associates have another opportunity for promotion.
Due to exceptional hiring and robust training, combined with an “all in” management team fostering an environment of support and encouragement, NCC agents registered a 31% productivity improvement and a 9% increase in the quality of service.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 199 words used.
Handling over 59,820 calls a month since July 2020, our NCC team continues to perform with a 4.72 average (5 scale) customer satisfaction score rating and a 98.24% quality score. Additionally, NCC has received 251 complimentary customer calls over the same period. These are calls where the applicant asks to speak with the supervisor to praise the associate they were talking with. These calls cannot be solicited. Associates who earn these calls are recognized at staff meetings and are gifted a certificate and cash reward for going above and beyond. NCC has found new ways of enhancing the application process for consumers. After months of testing, our NCC team fully launched customer text message communications in July 2021. This channel, new to NCC, offers approved applicants another way to activate their credit card and pay the program fee. 3.3m customers have opted into text message communication and 67% have completed the activation process through text message since launching. NCC’s focus has been on a positive customer experience, averaging less than 18 seconds average speed of answer per call which is less than the industry standard of 25 seconds with a conversion rate of 62.86%.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 126 words used.
PREMIER Bankcard hold high standards for customer service. Key Performance Indicators are monitored and reported to the entire business monthly. The two KPIs are number of calls handled and the average speed to answer (ASA) time. The industry benchmark is 98 seconds to receive assistance. Average speed to answer for PREMIER Bankcard is currently 18 second.
The overall customer experience is very important to the customer service team. Customers are offered an opportunity to complete a survey at the end of their phone call with a customer service associate. PREMIER has achieved a 4.73 star rating out of five stars. The other benchmark is the customer experience. This score is measured through this same survey. PREMIER Bankcard exceeds industry benchmarks for ASA and Average ranking.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 237 words used.
Our NCC team frequently works with consumers experiencing emotionally difficult situations like catastrophic illness, job loss, divorce, or the aftermath of natural disasters. Many of our applicants have been previously declined by other credit card issuers and are left feeling hopeless. These efforts have contributed to the tune of $7.7m in net revenue for PREMIER! The Department Management Team allows and encourages its members to contribute at all levels. In a time of do more with less, it's critical to rally a team and ensure they understand that every contribution, regardless of how small it may seem has incredible value. The ability of NCC agents to answer calls promptly, communicate clearly, and provide additional support is invaluable in helping customers take the first step towards their brighter credit future. Here’s what our customers had to say about their experiences:
“Lindsey was very pleasant and took her time to explain everything. She helped me out with all of my questions. The best part is that she didn’t sound like a robot reading a script. It sounds like she knew everything very well.” Guadalupe A.
“Tony was very kind and understanding of my current credit situation due to a bad divorce. He was very professional. He took a few minutes of his day to listen to my story and reassure me that things will get better. Overall: a great experience and a great person.” John Fritz
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