Client Experience Representative

About the role

A Client Experience (CX) Representative is a key role within the Bank's digital branch operations and services. This role is pivotal in advancing the bank's digital presence and offerings and is responsible for delivering exceptional service to current and prospective clients. Primary responsibilities involve communicating with clients via phone, chat, email, and secure messaging to ensure their financial needs are met while enhancing the overall client experience. This role provides personalized relationship-based banking services to current and prospective clients. The Client Experience Representative will be accountable for handling incoming client inquires, processing transactions and promoting Bank Iowa's products and services.

Responsibilities

• Engages with current and prospective clients across multiple channels including inbound calls, chat, secure messages on online banking platforms, and website contact leads.
• Facilitates various transactions such as check cashing, deposits, withdrawals, transfers, loan payments, and other typical transactions. Processes financial transactions efficiently and accurately.
• Assists clients with a broad range of questions and issues which include questions about products and services, change of address, stop payments, etc.
• Opens and supports all phases of opening new accounts, both online and via phone, for new and prospective clients.

Requirements

• High School diploma or equivalent required. College degree preferred.
• 0-2 years customer service experience; previous banking experience a plus and/or understanding of bank products and services, including the rules, regulations, policies and procedures.
• Ideal candidates will have strong customer service skills, strong attention to detail, have the ability to multi-task, possess strong communication skills, exhibit critical thinking and exemplary judgement and problem-solving skills as well as exhibit systems/technology proficiency and navigation.

Benefits

• A competitive financial package including bonus opportunity, generous 401k match, and discretionary profit sharing.
• Robust benefits and wellness program offering health, dental and vision insurance with wellness initiatives designed to help drive down premiums for benefits-eligible team members.
• Generous PTO bank, 11 paid observed holidays, 100% paid parental leave, sabbatical leave opportunity, generous bereavement leave, and an employee assistance program.
• Continued learning opportunities including formal and informal training, on-the-job training, in-person and online development programs, and tuition reimbursement.
• Community involvement with company-sponsored volunteer opportunities and paid volunteer time off (VTO).
• Recognition program presented annually celebrating team members who exemplify company values.

Our people-centered culture

At Bank Iowa our purpose is to Empower People, Inspire Success and Foster Growth. Bank Iowa is one of the leading independent Ag banks and the second-largest family-owned bank in the state of Iowa. Our bank family consists of team members and clients throughout Iowa who we serve in our 22 communities. At Bank Iowa, we're proud to put people first, and we value our team members as much as our clients. We support team member development by focusing on their innate talents and developing those into areas of strength. We offer an environment where people care about each other like family. If you're looking for a career with colleagues who have the opportunity to bring their best, think big, and enable great things, Bank Iowa is the place for you.