Senior Client Experience Specialist

Description

What You'll Be Doing

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.

Core Responsibilities

• 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 validation of enhancements, releases and updates. Provides support for system maintenance as needed.
• Identifies Reg E disputed transactions from client interactions and connects the client with the appropriate department.
• Attains individual performance goals related to call time, deposit growth, referrals, and client experience performance.
• Utilizes relationship tracking tools and participates in weekly activity meetings and team huddles. 
• Processes overdraft and returns items according to bank procedures.
• Promotes and participates in the bank’s special credit programs and other CRA programs. 
• Provides a superior client experience to all clients of the bank.
• Provides training support to new Client Experience Representatives/Specialists. Provides ongoing training to existing client experience team members as needed.
• May assign work or coordinate work projects for client experience team.
• May act as a backup in the absence of the client experience manager.

Supervisory Responsibilities

• Acts as resource for CX team by demonstrating extensive knowledge and enthusiasm about virtual banking solutions and management objectives.
• Supports team members development by focusing on their innate talents and developing those into areas of strengths. 
• Listens to and advocates for team members to ensure their engagement needs are met.
• Supports team member performance by establishing annual goals, setting clear expectations and providing continual coaching. 
• Creates a culture of accountability that celebrates progress as often as outcomes. 
• Builds relationships that create trust and allow two-way dialogue. 

General Responsibilities

• Protects the privacy and confidentiality of clients and team members. 
• Understands and complies with banking regulations by following bank policies and procedures. Stays abreast of relevant regulations, current industry matters, and any changes implemented internally to ensure compliance.  
• Represents the bank in community events to promote awareness of Bank Iowa. 
• Actively participates in local community events and promotes business development. 
• Provides and maintains a professional, business-like atmosphere within the office.
• Partners with all business lines to ensure full line of product and services are available to clients and that team members are educated on referring them.
• Actively participates in marketing campaigns, business development activities, and team activity meetings. 

Requirements

Skills/Experience You'll Need

• High School diploma or equivalent required. College degree preferred.
• 5 years previous banking experience and thorough knowledge and understanding of bank products and services, including the rules, regulations, policies and procedures.
• An accredited ACH professional or national check professional certification preferred.

Additional Qualifications Include

• Ability to exhibit our values; Think Big, Be People-Centered, Enable Great Things, and Bring your Best.
• Excellent verbal and written client service skills across multiple communication channels
• Strong customer service skills
• Strong attention to detail
• Ability to multi-task
• Critical thinking and problem-solving skills
• Systems proficiency and navigation.
• Proficient utilizing desktop applications such as MS Office (Excel, Word, Outlook).

Hours of Work & Travel

• Full time, regular employment
• Days and hours of operation vary with each Bank Iowa location. May work weekends.
• No travel is required for this job.

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, 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.