Manager, Client Experience Contact Center and Digital Location

---

Job description

Description:

What You'll Be Doing

As the leader of the bank's virtual banking operations and services, this role is pivotal in advancing Bank Iowa's virtual presence and offerings. This position oversees all aspects of the virtual banking operations, including overall leadership and management of the Client Experience (CX) team to ensure compliance with established standards and regulations. This role is responsible for developing, implementing, and monitoring policies, processes and procedures related to the virtual banking functions. This role provides overall guidance and support to the CX team for implementation of established processes and procedures to ensure consistency. In addition to the tactical elements of this role, the Client Experience (CX) Manager will strive to be a proactive leader and team player with the ability to influence others and establish positive working relationships across the organization.

• Manage and develop CX team in order to achieve individual, team and organizational goals.
• Manages all daily operational aspects of the Bank's virtual banking activities in an efficient and effective manner.
  • Expected to be a subject matter expert for all virtual banking activities, including but not limited to, RDC, ACH, online account opening, online wires, the bank's treasury management applications and other client services as needed.
  • Implements and oversees processes to maintain compliance within virtual location operations.
  • Manages the process for reviewing mobile and remote deposit capture daily deposits.
  • Conducts various assessments and reviews to ensure department procedures are achieving accurate and desired results. Implements procedures and corresponding changes when necessary and as appropriate.
• Develops client relationship strategies that drive individual and team production goals, including developing referral networks and relationships with internal business partners and external contacts.
• Identifies opportunities for improvements in service performance. Recommends changes to enhance the client experience, improve processes, systems, organizational capability/capacity or implement new products and services.

Requirements:

Skills/Experience You'll Need

• Bachelor's degree and/or ten years' previous experience in banking operations.
• Extensive background in bank operating policies and procedures and banking regulations (state and federal).
• Ideal candidates will have proven management, leadership and coaching skills; strong customer service skills, strong attention to detail and time management skills, have the ability to multi-task, possess strong communication skills, exhibit critical thinking and exemplary judgement and problem-solving skills as well as exhibit proficiency in utilizing various systems/technology, mobile devices and virtual communication platforms.

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 as, 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.

PIbf5ad36ef5-

<!– job description page –>