Phone Banker II

Date: April 15, 2015
Grade: 4
Full-/Part-Time: Full-Time
Location: Brookings, SD (East)
Supervisor: Call Center Supervisor
Overall Functions: This person will be responsible for responding to incoming telephone calls from customers and bank employees concerning customer accounts and customer account related service in conformance with policy, procedures and service quality standards. This person acts as a support for all staff regarding bank operations areas or topics.
Qualifications: This person should have an associate's degree, plus two years of experience in a related field or the equivalent. This person must display excellent oral and written communication skills and have the ability to work independently and as a team. This person must have proven customer service, judgment and organizational skills and must possess excellent computer skills.


1. Respond to customer phone inquiries regarding a full range of customer transactions and banking products, services and internet banking.

2. Ensure customer confidentiality.

3. Seek opportunities to retain, expand and attract customer relationships.  Assess customer needs and make recommendations regarding options available.

4. Adhere to established policies and procedures regarding appropriate resolution of customer complaints.

5. Demonstrate effective decision making in determining corrections, fee waivers and refunds and in appropriate methods/solutions to meeting customers needs.

6. Inform Management of irregular or recurring problems and suggest improvements to better the service provided by First Direct Call Center.

7. Responsible for promoting the Bank’s philosophy of excellent customer service.

8. Attend all meetings and any other required meetings and/or developmental training deemed necessary by your supervisor.

9. Perform other duties as assigned.

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

**EOE/AA/Minority/Female/Veteran/Disability/Sexual Orientation/Gender Identity

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