Service Banker

Overview

Eligible for remote work options after satisfactory completion of 180-days onsite in Iowa City, IA

Small enough to care. Big enough to deliver.

Is responsible for proactive retail support/services/sales activities of telephone customer service by providing a one-stop shop approach. Provides effective, efficient and consistent service, which enhances the profitability of the bank's services to all customers. Assumes the responsibility of assisting customers with problems and/or inquiries regarding various accounts, electronic banking services, fraud and the sale of various retail products. Performs other related operational tasks associated with the department.

Interacts with all Mid West One  Bank offices and departments in order to service the customer and exceed their expectations.

• Properly identifies customers over the telephone and answers questions, research problems and performs various operational duties concerning:
• • Deposit accounts
  • Transaction information
  • Digital banking assistance
  • including online banking, mobile banking, and Bill Pay
  • Complete Dispute Intake forms for customers– ACH, Zelle, and debit card
  • Account transfers
  • Debit card questions
  • Wire transfers
  • Stop payments
  • Other items as needed
• Promotes a “one-stop-shop” approach to assist internal and external customers with their needs.
• Handles customer service complaints or situations through effective problem-solving techniques.
• Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices using referrals and support services.
• Processes mail requests from customers such as change of address requests or other miscellaneous requests.
• Responsible for online customer digital channels, including Secure Contact messages, chat and email services.
• Forwards faxes that come into the bank’s main fax line to the proper individual.
• Responds to messages left in the bank’s main voice mailbox.
• Processes returned mail.
• Prepares certified letters.
• Performs general word processing duties associated with customer correspondence and operational duties.
• Employees are responsible for knowledge and application of banking laws, rules, regulations, prescribed practices, and ethical standards that are applicable to their position.

• High school degree or equivalent with some related work experience.
• In addition to education, prefer 1-6 months of experience in a service-related role.

• Competitive base compensation with additional performance-based incentives (incentives vary depending on role)
• Career development and continuous learning opportunities
• Paid Time Off, Paid Holidays, Parental/Grandparent Leave, and more

• 100% vested 401(k) Retirement Plan with 6% company match

• Medical, Dental, and Vision insurance
• Flex spending plan & Health savings accounts with employer contribution
• Student Loan Debt Reduction Program
• Employer provided group life insurance with option to purchase additional life insurance for you and your family members
• Employer provided long term and short term disability insurance
• Additional Insurance options to meet your personal needs:
  Critical Illness and Accident insurance, and Hospital Indemnity
• Wellness Program
• Free banking services and other financial services discounts
• Take Your Dog to Work Day in June
• Employee Rally Day- a day of celebration and recognition!

RISE stands for Retention, Innovation, Support, and Empowerment. Through RISEwe aspire to create and sustain a culture of respect and belonging that is reflected in the workplace and the communities we serve.