Senior Client Experience Specialist

Description

As a Senior Client Experience Specialist at Bank Iowa, you will play 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. Your primary responsibilities involve leadership of the Client Experience (CX) team, 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. You will be accountable for handling incoming client inquiries, including escalations, processing transactions, providing advanced knowledge and subject matter expertise, and promoting Bank Iowa's products and services.

• Provides leadership of the client experience team, alongside the Client Experience Manager, to ensure daily tasks are completed.
• Demonstrates advanced banking knowledge, has the ability to resolve complex issues, digital support, and escalations with minimal guidance.
• Engages with current and prospective clients across multiple channels including inbound calls, chat, secure messages on online banking platforms, and website contact leads.
• Resolves escalated client calls as necessary to ensure client satisfaction.
• 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, including complex questions and issues.
• Opens new accounts for new and existing clients.
• Completes documents for opening checking and savings accounts, certificates of deposit, Individual Retirement Accounts, debit and credit cards.
• Processes new online account opening set-ups, merging, decisioning, quality control, and performs on-Going maintenance to existing online accounts.
• Supports all phases online account opening procedures.
• Serves as subject matter expert and leader for the department; provides expertise in utilizing systems, processes, and other available resources to complete research and resolve complex issues.
• Provides support to debit card functions including but not limited to debit card usage, dispute identification and support, mobile wallet support and monitoring, fraud monitoring.
• Provides support to treasury management functions including but not limited to ACH submissions, remote deposit capture, online wire submissions and positive pay support.
• Escalation point for more complex fraud situations or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank.
• Serves as a point of contact for credit applications submitted through electronic channels and directs to proper bank team member post-application.
• Maintains in-depth knowledge of products and services offered by Bank Iowa. Proactively seek opportunities to identify service and product needs for new and existing clients.
• Demonstrates advanced product knowledge while keeping current on product offerings, new marketing pieces and changes to policies/procedures.
• Provides client product support and technical support for Bank Iowa’s digital products, such as online banking, mobile app, e-statements, mobile deposit capture, and bill pay.
• Works with the digital banking providers, related third party vendors and other departments to report, manage, and resolve system functionality issues reported by clients and internal clients in a timely manner.
• Participates in system testing and…