Client Experience Specialist

Bank Iowa•West Des Moines, IA

About The Position

The Client Experience Specialist advances Bank Iowa’s digital presence and offerings while delivering exceptional service to current and prospective clients. The role provides personalized, relationship-based banking support across phone, chat, email, secure messaging, and digital channels. It handles client inquiries and transactions, supports account opening and digital banking products, identifies and escalates potential fraud, and promotes the bank’s products and services. The specialist works with digital banking providers, third-party vendors, and internal departments to report and resolve system issues, and participates in testing system enhancements and updates. The role also supports business development, marketing, community involvement, regulatory compliance, and a professional client experience. This is regular, full-time employment. Work days and hours vary by Bank Iowa location, and weekends may be required. No travel is required.

Requirements

High school diploma or equivalent.
Two to five years of previous banking experience desired and/or an understanding of bank products and services, including applicable rules, regulations, policies, and procedures.
Ability to exhibit Bank Iowa’s 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 multitask.
Critical-thinking and problem-solving skills.
Systems proficiency and navigation skills.
Proficiency with desktop applications such as MS Office, including Excel, Word, and Outlook.

Nice To Haves

College degree.

Responsibilities

Engage with current and prospective clients through inbound calls, chat, secure messages, and website contact leads.
Facilitate and accurately process transactions, including check cashing, deposits, withdrawals, transfers, loan payments, and other typical transactions.
Assist clients with product and service questions and issues, including address changes and stop payments.
Open accounts and complete documentation for checking and savings accounts, certificates of deposit, Individual Retirement Accounts, debit cards, and credit cards.
Process and support online account openings, including setup, merging, decisioning, quality control, and ongoing account maintenance.
Support debit card functions, disputes, mobile wallets, monitoring, and fraud identification; identify and resolve fraud situations or suspected occurrences.
Serve as a contact for credit applications submitted electronically and direct applicants to the appropriate bank team member after application.
Maintain current knowledge of Bank Iowa products, services, marketing materials, and policy and procedure changes; identify client needs and opportunities to promote products and services.
Provide product and technical support for digital banking products, including online banking, the mobile app, e-statements, mobile deposit capture, and bill pay.
Work with digital banking providers, third-party vendors, and internal departments to report, manage, and resolve system functionality issues.
Participate in testing and validating system enhancements, releases, and updates, and provide support for system maintenance as needed.
Identify Reg E disputed transactions through client interactions and connect clients with the appropriate department.
Meet individual performance goals related to call time, deposit growth, referrals, and client experience.
Use relationship tracking tools and participate in weekly activity meetings and team huddles.
Identify overdraft and return-item reviews and escalate them according to bank procedures.
Promote and participate in special credit programs and other CRA programs.
Protect client and team-member privacy and confidentiality, comply with banking regulations and bank procedures, and stay informed about relevant regulatory and industry changes.
Represent the bank at community events, participate in local business development, and support marketing campaigns and team activities.
Maintain a professional, business-like office atmosphere and partner with other business lines to make products and services available to clients and support referrals.

Benefits

Competitive financial package.
Bonus opportunity.
Generous 401(k) match.
Discretionary profit sharing.
Health insurance.
Dental insurance.
Vision insurance.
Wellness program designed to help reduce premiums for benefits-eligible team members.
Generous paid time off bank.
11 paid observed holidays.
100% paid parental leave.
Opportunity for sabbatical leave.
Bereavement benefits.
Employee assistance program.
Formal and informal training and on-the-job training.
In-person and online development programs.
Tuition reimbursement.
Paid volunteer time off.