Customer Service Representative; Iowa

Purpose: The purpose of this role is to serve as a trusted and knowledgeable point of contact for customers (both internal and external) by delivering exceptional service, accurate information, and timely support for their banking needs. Through attentive communication, problem‑solving, and a commitment to operational excellence, this position ensures customers feel valued, informed, and confident in managing their financial relationships with the bank.

This role contributes directly to customer satisfaction, retention, and the overall integrity of the bank’s service experience.

Customer Service: Serve as one of the Bank’s primary customer contacts by delivering a consistently professional and positive service experience during all inbound and outbound calls. Greet customers with courtesy, actively listen to their needs, and work to exceed their expectations. Provide comprehensive account and transaction-level support to customers by addressing a wide range of banking needs with accuracy, professionalism, and a strong commitment to service quality.

Responsibilities include, but are not limited to:

• Assisting customers with balance inquiries and detailed account information.
• Delivering knowledgeable support for retail digital banking services, including troubleshooting login issues, navigation assistance, and feature guidance.
• Processing telephone transfer requests securely and efficiently.
• Resolving debit card‑related concerns such as card declines, travel notifications, transaction disputes, replacement requests, and completion of all associated forms or documentation.

Accurately complete, verify, and process banker‑prepared forms, which may include account type changes, address updates, account closures, service charge refund requests, and other maintenance items requiring careful review. Maintain thorough documentation and ensure compliance with internal procedures and banking regulations.

Additionally, fulfill all assigned daily, weekly, and monthly operational tasks as directed by your supervisor, demonstrating reliability, attention to detail, and the ability to manage recurring responsibilities in a timely and organized manner. (50%)

Provide Back‑Up for Other Customer Service Team Members: Support to team members as workload or absences require. Provide training and guidance to colleagues to ensure accurate performance of shared responsibilities. (15%)

Domestic and International Wires: Provide exceptional service while efficiently managing domestic and international wire transfers. Receive and verify wire instructions, perform verification of PINs/passphrases, and ensure all transactions follow internal policies and required approvals. Enter, review, and release wires through Wire Xchange and international services platforms, perform callbacks, and maintain recurring wire templates. Complete accurate end‑of‑day reporting and reconciliation. (20%)

Professional Communication (Individual Contributor): Utilize professional and effective verbal and non‑verbal communication to forge/enhance relationships with team members and customers. Communication should be clear, professional, respectful to others, and aligned with West Bank’s mission to build strong relationships, build strong communities and build upon our strong reputation. Team members should embrace candor with an appropriate tone to participate in the success of the department and organization.

(10%)

Building Strong Communities: Participate in community events, including spending at least 4 hours annually staffing an event (art festivals, community celebrations, etc.), representing West Bank at a luncheon or reception as requested, or participating in a community festival (parade, etc.) or bank‑sponsored outreach event. (5%)

Qualifications (Include Education and Experience): Associates Degree preferred; previous retail or operational bank experience and/or Customer Service/Call Center experience and solid work history required. Strong computer skills. Outstanding communication skills and a passion for providing exceptional customer service.