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Customer Solutions Specialist

Posted: 03/06/2022

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. Hours include Monday-Friday 8-5. 


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
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 
Cross-sell bank products and services and make referrals to other departments within the bank 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 to better the service provided by First Dakotas Customer Care Center
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.

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


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

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