Customer Solutions Specialist

Employment Type: Full Time

Work Hours: Monday-Friday 8:00am-5:00pm

Locations

Sioux Falls Downtown
North Main Avenue
Sioux Falls, South Dakota 57104

Yankton Downtown
Cedar Street
Yankton, South Dakota 57078

Education Requirements

High school diploma or general education degree (GED);
Three to six months customer service or related experience;
Or equivalent combination of education and experience

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

  • Ability to read and comprehend simple instructions, short correspondence, and memos
  • Ability to write simple correspondence
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

Math Ability:

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Reasoning Ability:

  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
  • Ability to deal with problems involving a few concrete variables in standardized situations

Computer Skills:

  • To perform this job successfully, an individual should have knowledge of Word Processing software, Spreadsheet software, and Database software

Certificates and Licenses:

  • No certifications needed


Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts and outdoor weather conditions
  • The noise level in the work environment is usually moderate


Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The employee must frequently lift and/or move up to 10 pounds
  • Specific vision abilities required by this job include Close vision
  • While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
  • The employee is frequently required to reach with hands and arms
  • The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl

Responsibilities

  • Possess knowledge of deposit products, e.g. Digital Banking, Bill Pay, e-statements, online applications, Cash Management, Mobile Deposit, and other digital banking products as deemed appropriate
  • Shared responsibility for inbound external customer call volume; however will also assist with internal customer call volume as needed
  • Act in accordance with First Dakota National Bank Phone Standards and provide exceptional customer service with every customer interaction
  • Assist customers with routine account-related questions and requests
  • Ensure customer confidentiality
  • Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary
  • Complete maintenance per customers phone requests and deposit-related forms when applicable
  • Complete Check Back Reviews
  • Promote and cross-sell banking products and services and make referrals to other departments based on customer needs in accordance with First Dakotas philosophies
  • Adhere to established policies and procedures regarding appropriate resolution of customer complaints
  • Demonstrate effective decision-making in determining corrections, fee waivers, and refunds through appropriate methods/solutions in order to meet customers needs
  • Inform management of irregular or recurring problems and suggest improvements
  • Attend and come prepared to all meetings and developmental training deemed necessary by supervisor
  • Adhere to compliance procedures and participate in required compliance training
  • Other duties as assigned
  • Consistently at work and on time

Skills

To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical - Collects and researches data; designs work flows and procedures
  • Design - Demonstrates attention to detail; uses feedback to modify procedures
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; works well in group problem solving situations
  • Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
  • Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
  • Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone’s efforts to succeed
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
  • Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
  • Business Judgement - Understands business implications of decisions; Displays orientation to profitability
  • Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources
  • Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values
  • Organizational Support - Follows policies and procedures; Supports organization’s goals and values; Benefits organization through outside activities
  • Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative - Volunteers readily; Looks for and takes advantage of opportunities; Asks for and offers help when needed
  • Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas
  • Judgment - Exhibits sound and accurate judgment; Makes timely decisions
  • Motivation - Sets and achieves challenging goals; Measures self against standard of excellence.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Professional Attire - Adheres to the Bank’s policy for Career Apparel; Consistently meets Career Apparel standards; Demonstrates professional appearance during Bank hours or at after-hours Bank functions
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
  • Quantity - Completes work in timely manner; Strives to increase productivity
  • Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly


Supports and engages in First Dakota’s culture for exceptional customer service. The candidate must have the capability to maintain strict confidentiality, attention to detail and comply with all Bank policies and procedures. The ability to effectively communicate with various types of clientele, co-workers and departments is required. Responsible for building strong customer relationships. This position can be located in Yankton or Sioux Falls. Hours include Monday-Friday 8-5.


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