Job Summary

The Service Center Specialist will be the liaison between Dacotah Bank and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer service inquiries;

keeping customer satisfaction at the core of every decision and behavior while completing daily tasks. The Service Center Specialist will be responsible for Card Services (Debit Cards and Credit Cards), ITM (Interactive Teller Machine), Meridian Link (Online Account Opening), and Service Center (customer calls and daily tasks).

Accountabilities

• Promptly and professionally answers incoming customer calls, verifies the caller’s identity, determines the caller’s needs, answers general inquiries, gathers appropriate information for resolution of the issue, and provides assistance to the customer as needed.
• Accurately documents the call, and if applicable, generates appropriate workflow when the issue is not immediately resolved.
• Maintains a strong working knowledge of all applicable operating systems and product lines.
• Possesses the ability to think critically and identify fraudulent / illicit activities, escalating the call when suspicious activity is identified.
• Maintains regular and reliable attendance, punctuality, and personal appearance. Communicates in a clear and efficient manner via various types of correspondence, such as, in person, phone, email, letters, etc.
• Adheres to all company policies and procedures, as well as all applicable banking rules, regulations, and laws.

Secondary Accountabilities

• Remain educated on bank products and services, as well as new developments and trends in the retail banking market; identify potential new customer opportunities.
• Maintain education and professional expertise through attendance at job related seminars, conferences and workshops and involvement in professional civic and community groups.
• Provide assistance to co-workers with needs and / or customer inquiries or problems.
• Respond to and Provide training to customers regarding online banking platform, applications / tech support, technology issues, etc.

Qualifications and Skills

The qualifications and skills for this job are as follows :

• Associates degree and one year of applicable work experience in the financial, legal or other similar industries, or the equivalent.
• The ability to complete tasks, on a variety of banking products, accurately and timely. As well as having the capability of multitasking in a fast-paced work environment.
• Knowledge of basic Internet browser settings
• Customer service experience
• Excellent communication skills
• Strong interpersonal skills in working with customer solutions
• Ability to work in a team environment
• Positive and helpful demeanor
• High regard for detail, sensitivity and confidentiality in regard to customer account information

We offer the opportunity for career growth and development in a professional and pleasant working environment. We offer a competitive salary and exceptional benefits package including :

• Health Insurance- Dacotah Bank pays 100% of the premium, family and individual coverage
• Dental Insurance- Dacotah Bank pays 100% of the premium, family and individual coverage
• Health Savings Account
• Life Insurance for the employee and family
• Paid Vacation and Sick Time
• Retirement Plan Options
• Additional Perks and Benefits

Qualifications

Skills

Required

Maintain Confidentiality

Expert

Knowledge of Basic Internet Browser Settings

Intermediate

Customer Service

Advanced

Multitasking

Advanced

Team Player

Intermediate

Interpersonal Skills

Intermediate

Communication

Advanced

Behaviors

Required

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Dedicated

Devoted to a task or purpose with loyalty or integrity :

Motivations

Required

Goal Completion

Inspired to perform well by the completion of tasks

Self-Starter

Inspired to perform without outside help

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization :

Education

Preferred

Associates or better in Financial Services or related field.

Experience

Preferred

1 year :

Applicable work experience in the financial, legal, or other similar industries or the equivalent.

Licenses & Certifications

Last updated : 2024-03-24