Customer Service Representative Lead

Job Summary

As a Customer Service Representative Lead at Dacotah Bank, you connect with our customers to build trusted relationships and help them achieve their financial goals. In this role, you will be assisting customers with general banking transactions such as deposits, withdrawals, loan payments, and inquiries. Our Customer Service Representative Leads also complete more complex activities such as opening and maintaining deposit accounts for consumers and businesses as well as providing support and leadership to the entire Retail team in partnership with the Market Retail Leader.

The ideal candidate is someone that is organized, self-motivated and productive, having a high level of attention to detail and, most importantly, can provide exceptional customer service to our customers.

Dacotah Bank invests deeply in the communities we serve, and also in our employees and their families - personally, professionally, and financially. As a Customer Service Representative Lead, you will gain valuable training and development in multiple aspects of your role that will help you grow your career and open doors for advancement. Dacotah Bank is a family-friendly community bank with both a rich history and a sharp vision for the future - that's why it's good to be in Dacotah Territory.

Essential Functions

Employees must be able to perform the essential functions of this position satisfactorily or make a request for reasonable accommodations as needed

* Support and Leadership:
Assist with scheduling and supervision of the Customer Service Representative team, to include providing coaching and feedback, facilitating training, and hosting morning huddles while modeling the behaviors consistent with our overall expectations

* World Class Customer Service:
Greeting all customers promptly, demonstrating our Customer Experience behaviors, maintaining confidentiality, and processing customer requests accurately and efficiently.

* Develop Customer Relationships:
Utilize our Customer Relationship Management tool, coupled with our philosophy of looking for additional opportunities and recommending the right products and services, to the right customers, at the right time, that will ultimately enhance our customers experience at the Bank. This would include but not be limited to making our customers money, saving them money, reducing their risk, and making their banking experience more convenient.

* Manages Retail Transactions:
Perform all duties related to this responsibility, including but not limited to accepting deposits, verifying cash and endorsements, cashing checks, processing credit card advances, issuing cashier's checks and prepaid cards, accepting loan payments and safe deposit box rental payments, admitting customers to safe deposit boxes, identifying and assisting with fraudulent transactions, assisting customers with account inquiries, and cash drawer balancing.

* Deposit Products & Services:
Perform all activities related to the opening or closing of all deposit accounts offered by Dacotah Bank, including consumer accounts, business accounts, retirement accounts, estate accounts, funeral trusts, safety deposit boxes, etc.

* Access to Other Products & Services:
Maintain excellent customer relations and effectively recommends other Bank products and services. Able to effectively ask the right questions and recognize opportunities that may lead to referrals across other lines of business, ensuring positive and profitable relationships exist between the Bank and its customers.

Other Functions

* Maintain education and professional expertise on bank products and services, in addition to completing required quarterly training on banking policies, procedures, and regulations

* Participates in Quarterly Retail Goal discussions and prioritizes growth and development in performance related to key performance indicators

* Support co-workers with needs and/or customer inquiries or problems

* Actively participate in the community

* Perform other duties as assigned

Education & Experience

* Must have excellent interpersonal skills; able to communicate in person, over the phone and through electronic correspondence

* Cash…