Manager, Client Experience Contact Center and Digital Location
Company: Bank Iowa Corporation
Location: West Des Moines
Posted on: October 18, 2024
Job Description:
Description:What You'll Be DoingAs 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 usOur 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 CultureAt 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.
PId0403e15d9a0-37248-35487141
Keywords: Bank Iowa Corporation, Des Moines , Manager, Client Experience Contact Center and Digital Location, Executive , West Des Moines, Iowa
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