Client Experience Representative

Bank Iowa•West Des Moines, IA

1d•Onsite

About The Position

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 inquires, 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.

Requirements

High School diploma or equivalent required.
0-2 years customer service experience
strong customer service skills
strong attention to detail
ability to multi-task
strong communication skills
critical thinking and exemplary judgement and problem-solving skills
systems/technology proficiency and navigation

Nice To Haves

College degree preferred.
previous banking experience a plus and/or understanding of bank products and services, including the rules, regulations, policies and procedures.

Responsibilities

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.