Business Digital Banking Support Specialist

Working through the Covid pandemic and the unknowns was an extremely stressful time for all. Having said that, bank ownership and the entire executive management team made navigating the unknowns that much easier. They provided the tools necessary to take care of our customers during this time and it was amazing to see all employees come together as one to try and operate as normal as possible. The constant communication from management and their continued concern for employee health was amazing to see. Cory W. employed since 2014

I feel so proud to be a part of an institution that does so much good to preserve mainstays and help develop communities all over the SE SoDak region. From investing in the historic State Theater in downtown Sioux Falls, to building that beautiful soccer facility in Yankton, our partnerships are everywhere in the communities we serve. I feel that there is a true culture of compassion at First Dakota. Being voted Best Bank of South Dakota 2 years in a row speaks volumes too. And though I come from a family of diehard Rabbits fans (Go Big, Go Blue!), I’m excited to see our logo on the USD Coyote basketball court in Vermillion. (Go Yotes too!) Carly S. employed since 2023

I really enjoy the culture at First Dakota. It is a positive and supportive environment where employees are valued. There are always fun activities, thoughtful treats, and little surprises that remind us we are appreciated. It is great to be part of a workplace that cares about both the work we do and the people who do it. Catherine S. employed since 2021

My favorite memory is from when I first started, a co-worker and I decorated the office of someone who had been out of the office for a couple of days. We had it decked out, and boy, was he surprised when he got back! He laughed and we still talk about it! Also, when we have a CD special it is fun doing lots of CDs for customers like we did back when I first started. It is so nice to see lots of regular and new customers come in. Cheryl M. employed since 2011

My advice to a potential new hire is if you want to work for someone who values you as an individual, chose First Dakota. Charlie S. employed since 2023

Join Our Team

We understand that the heart of our community is the people we serve, and we're looking for individuals who share our vision. Our customers' financial choices are driven by their dreams for the future—help us turn those dreams into reality! If you are committed to serving others and doing so with excellence, we want you on our team. Explore our open positions today.

Position: Business Digital Banking Support Specialist

Location: Sioux Falls (Downtown), SD

Job Id: 368

# of Openings: 1

Business Digital Banking Support Specialist - Any First Dakota Branch

First Dakota is hiring 2 Business Digital Banking Support Specialist's to join our team! This position is open to any of our First Dakota branches. This person provides responsive, knowledgeable daily support to Business Digital Banking & Cash Management customers. Troubleshoots and resolves digital banking questions and issues through phone calls, email, and business conversations, guides customers in the effective use of available solutions, and coordinates timely escalation and follow-up when additional assistance is required. The hours for this position are Monday-Friday 8-5 pm.

Duties

• Provides prompt, professional daily support to Business Digital Banking & Cash Management customers through phone calls, email, and business conversations.
• Troubleshoots business digital banking access, navigation, functionality, transaction, file-processing, and service-related issues; identifies root causes and communicates clear resolution steps.
• Supports customers using Business Digital Banking & Cash Management products and services, including ACH origination, online wire transfers, remote deposit, fraud prevention services (ACH filters & Check Positive Pay), bill payment, electronic documents, account reporting, alerts, and related solutions.
• Authenticates customers and follows established security procedures before discussing account information, changing access, or assisting with sensitive transactions.
• D ocuments customer contacts, troubleshooting performed, resolutions, and required follow-up accurately and completely in designated systems.
• Owns customer issues through resolution by monitoring open requests, providing timely status updates, and confirming that service has been restored or the question has been answered.
• Escalates complex, high-risk, or time-sensitive issues to the appropriate internal team or vendor and coordinates communication among the customer and involved parties.
• Assists with the creation of Business Digital Banking agreements, directives and Cash Management service agreements, as necessary.
• Assists with customer setup, user administration, entitlements, maintenance, and service changes in accordance with approved agreements, documentation, and authorization requirements.
• Educates customers on system features, security practices, fraud-prevention tools, deadlines, and operating procedures to promote confident, secure, and effective product use.
• Works closely with Cash Management, Deposit Operations, Loan Operations, Digital Banking, Information Technology, Fraud, branch staff, and other departments to resolve customer needs.
• Understands how digital banking products & services integrate with other established products and services such as deposit accounts, loan accounts, business/Cash Management products, etc.
• Utilizes and understands technology & devices related to deposit and digital banking products & services.
• Monitors recurring questions, service interruptions, and customer feedback and recommends process, communication, training, and product improvements.
• Works within Deposit, Cash Management, Business Digital Banking, Information Security, and regulatory guidelines to reduce risk and protect customer and Bank information.
• Assists with customer communications, system testing, conversions, service implementations, training materials, and other Cash Management or Business Digital Banking projects as assigned.

Attributes include a positive attitude and good work ethic. The ability to process a variety of tasks accurately and efficiently, the capability to maintain strict confidentiality, attention to detail and comply with all Bank policies and procedures. Communicate effectively with various types of clientele, co-workers and departments to resolve an assortment of needs. Strong organizational skills and the ability to work well in a team environment. Punctuality is a must.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Higher Education preferred or minimum five years banking-related experience and/or training; or equivalent combination of education and experience.

Office: The work environment of this job includes interacting with others in an office setting, and the noise level is usually moderate.

Light: The physical demands of this job include bending, sitting, and occasionally lifting up to 10 pounds with or without reasonable accommodation.

To perform the job successfully, an individual should demonstrate the following:

Adaptability - Adapts to changes in the work environment

Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time

Career Apparel - Adheres to the Career Apparel policy; Demonstrates professional appearance during Bank hours or at after-hours Bank functions

Customer Service - Responds promptly to customer needs including requests for service and assistance; Provide courteous, personal attention to promote ongoing relationship servicing with customers

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

Design - Demonstrates attention to detail

Initiative - Looks for and takes advantage of opportunities; Asks for and offers help when needed

Innovation - Shares suggestions for improving work

Interpersonal - Maintains confidentiality; Remains open to others' ideas and tries new things

Judgment - Exhibits sound and accurate judgment

Motivation - Measures self against standard of excellence

Communication - Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Able to read and interpret written information

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports and upholds organizational goals and values

Planning/Organizing - Uses time efficiently; Completes work in a timely manner

Problem Solving - Identifies and resolves problems in a timely manner

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Inspires the trust of others; Works with integrity and ethically

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality

Safety/Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly

Team Work - Gives and welcomes feedback; Contributes to building a positive team spirit

Technical Skills – Understands basic computer software programs; Strives to continuously build knowledge and skills; Shares expertise with others

Questions? Please contact our Human Resources Department.

We uphold our core values and mission for our employees, customers, and shareholders. We are an Affliative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. EEO is the law.