First Dakota National Bank Customer Solutions Specialist in Yankton, South Dakota

Summary: Supports and engages in the Banks philosophy for exceptional customer service and is responsible for building strong customer relationships by performing the following duties. Hours include Monday-Friday 8-5.Essential Duties and Responsibilities include the following:Possess a working knowledge of the Silverlake/Xperience software applicationsPossess knowledge of the following 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 appropriateShared responsibility for inbound external customer call volume; however will also assist with internal customer call volume as neededAct in accordance with First Dakota National Bank Phone Standards and provide exceptional customer service with every customer interactionAssist customers with routine account-related questions and requestsEnsure customer confidentialityResearch and resolve customer problems, acting as the customer liaison between other bank departments when necessaryComplete maintenance at both CIF and account level per customers phone requests utilizing the CRM system and deposit-related forms when applicableComplete Check Back Reviews of CRM Service Sessions in Work queue and maintenance completed from non-CRM Service Session formsCross-sell bank products and services and make referrals to other departments within the bank based on customer needs in accordance with First Dakotas philosophiesAdhere to established policies and procedures regarding appropriate resolution of customer complaintsDemonstrate effective decision-making in determining corrections, fee waivers, and refunds through appropriate methods/solutions in order to meet customers needsInform management of irregular or recurring problems and suggest improvements to better the service provided by First Dakotas Customer Care CenterAttend and come prepared to all meetings and developmental training deemed necessary by your supervisorAdhere to compliance procedures and participate in required compliance trainingOther duties as assignedConsistently at work and on timeCompetency:To perform the job successfully, an individual should demonstrate the following competencies:Analytical - Collects and researches data; designs work flows and proceduresDesign - Demonstrates attention to detail; uses feedback to modify proceduresProblem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; works well in group problem solving situationsTechnical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skillsCustomer 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 commitmentsInterpersonal - 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 thingsOral 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 everyones efforts to succeedWritten 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 informationQuality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughnessBusiness Judgement - Understands business implications of decisions; Displays orientation to profitabilityCost C