Live Chat Contact
January 5, 2024
Grade 4
Location: Brookings, SD

Overall Functions
This person shall be primarily responsible for communicating with customers through our digital channels including conversations and email and assist with providing Retail Banking products to existing customers through digital communication.

This person should have an associate’s degree plus two years of bank experience or the equivalent. This person must be able to work independently and as a team in a high volume, fast paced environment. This person must demonstrate effective problem solving skills to find the best fit solution to customer’s digital banking needs and refer products that fit their needs. This person must be proficient with mobile technology/devices, apps, and messaging platforms.

1. Continually monitor and respond to all incoming customer conversations that route through digital banking as well as potentially completing outbound conversations per internal requests.

2. Accept and verify information relating to the opening of new accounts for existing/new customers, including recommending and cross-selling bank products and services which meet customer needs. Prepare all new account documents according to bank policy and procedures.

3. Work daily reports and reach out to customers through digital conversations and potentially by phone when needed to complete the reports.

4. Identify and report fraud or suspected fraud occurrences and know what steps are needed to protect the customer and the bank.

5. Keep up to date on current Contact Center/Personal Bankers procedures and policies.

6. Assume additional responsibilities including training new employees, projects, testing, etc. as requested.

7. Be responsible for promoting the bank’s philosophy of excellent customer service.

8. Attend all meetings and any other developmental training deemed necessary by the East
Branch/Call Center Manager.

9. Act in accordance with FBT policies and procedures as set forth in the employee handbook.

10. Adhere to compliance procedures and participate in required compliance trainings.

First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email