Client Experience Representative

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Job description

What You'll Be Doing

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.

• 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.

An internal candidate located in one of our branch locations may be considered.

Requirements:

Skills/Experience You'll Need

• 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.

What you'll love about us

Our team members love working here, and the prevailing reason is this: our people. In addition to the great team you will be a part of, here are some of the other reasons why our team members love working here:

• A competitive financial package we want you to bring your best so in addition to your compensation, every team member receives a bonus opportunity, a generous 401k match, and discretionary profit sharing.
• Robust benefits and wellness - we are proud to offer health, dental and vision insurance as well as a wellness program designed to help drive down your premiums for benefits-eligible team members. Our wellness initiatives promote positive change and allow our team members to think big.
• Blending work and life - As a people-centered organization, each team member is provided a generous PTO bank. Bank Iowa team members receive 11 paid observed holidays, 100% paid parental leave, an opportunity for sabbatical leave, generous bereavement, and an employee assistance program designed to support team members throughout various stages in their lives.
• Continued learning opportunities - Bank Iowa enables great things and supports team member development at every stage of your career. Our development approach focuses on your innate talents and developing those into areas of strengths. Learning experiences are available in formal & informal training settings, as well as, on-the-job training. Development programs are available in-person and online. Our tuition reimbursement program is available to support formal education programs.
• Community Involvement - Our team members are active members of their communities and people-centered. Bank Iowa aspires to be a center of influence in each of the 22 communities we are located in. In addition to company-sponsored volunteer opportunities, we offer paid volunteer time off (VTO), which allows team members to give their time to organizations they care about, without having to use PTO.
• Recognition - Bank Iowa is proud of our team members who Live our Values. Our peer nominated recognition program presented annually, recognizes and celebrates team members who exemplified our values from the past year.

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.

Bank Iowa is an equal opportunity employer with a passion for creating an inclusive environment where all people are truly welcomed, valued and respected - for all of who they are - regardless of differences. All applicants will be considered for employment without regard to age, race, color, sex, pregnancy, sexual orientation, gender identity, military service, national origin, religion, physical or mental disability, genetic information, or any other classifications protected by applicable federal, state or local laws.

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