Job Description

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 handling, customer service, sales, and/or banking experience is preferred. A commitment to professional and ethical behavior Self-motivated, with an aptitude and willingness to learn various software applications relevant to this position Detail-oriented; thorough, with an emphasis on accuracy Must be 18 years of age or older High school diploma/GED required (Associate degree in a business-related field preferred)*





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 for individual or family coverage

Dental Insurance -

Dacotah Bank pays 100% of the premium for individual or family coverage

Generous paid vacation and sick time + 11 paid Holidays 401(K) - dollar for dollar match up to 3% of compensation + annual retirement contribution eligibility Annual wellness reimbursement program Annual Dacotah Gear allowance Birthday day off Additional perks and benefits

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Experience

Required2 - 4 years: Bank Retail Lending, Sales, Customer Service, Management Experience
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Education

PreferredAssociates or better in Business or related field
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Skills

RequiredMaintain Confidentiality Highly Organized Decision Making Customer Service Communication Conflict Resolution
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Behaviors

RequiredDetail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Team Player: Works well as a member of a group Dedicated: Devoted to a task or purpose with loyalty or integrity Leader: Inspires teammates to follow them
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Motivations

RequiredSelf-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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.