Senior Client Experience Specialist

Bank Iowa•West Des Moines, IA

1d•Onsite

About The Position

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.

Requirements

High School diploma or equivalent required.
5+ years previous banking experience and thorough knowledge and understanding of bank products and services, including the rules, regulations, policies and procedures.
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).

Nice To Haves

College degree preferred.
An accredited ACH professional or national check professional certification preferred.

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.
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.
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.