Client Representative

Description

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 inquiries, 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.

• 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.

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…