Respond to internal customer inquiries and provides support for deposit platform software related issues, including accurate and timely maintenance of deposit requests. Assist with additional Deposit Services Operations. Knowledge of First Dakota products and services is a plus along with strong organizational skills, a high degree of accuracy and attention to detail, excellent communication skills and the ability to work well in a team environment. Hours include Monday-Friday 8-5.
Basic operational knowledge of the deposit software platforms for deposit account opening to provide support to Universal Bankers as they process new deposit accounts from the software
Possess knowledge of deposit products, e.g. Internet Banking, Bill Pay, e-statements, online applications, Passport platform for debit card support, Cash Management, Mobile Deposit, and other eBanking products as deemed appropriate
Act in accordance with ‘First Dakota National Bank Phone Standards’ and provide exceptional customer service with every customer interaction
Assist with daily Deposit Services operations duties including: scan and index new account and customer correspondence documents, complete account maintenance, and or deposit services as assigned
Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary
Ensure customer confidentiality
Adhere to established policies and procedures regarding appropriate resolution of deposit related complaints
Demonstrate effective decision-making in determining corrections, fee waivers, and refunds through appropriate methods/solutions
Inform management of irregular or recurring problems and suggest improvements to better the service provided by Universal Bankers
Attend and come prepared to all meetings and developmental training deemed necessary by your supervisor
Adhere to compliance procedures and participate in required compliance training
Other duties as assigned
Consistently at work and on time
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.
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
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
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
To perform this job successfully, an individual should have knowledge of Word Processing software, Spreadsheet software, and Database software
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
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
High school diploma or general education degree (GED);
Three to six months customer service or related experience;
Or equivalent combination of education and experience
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