Client Care Representative - HQ
Hybrid · Ankeny, Iowa, United States
Job Summary
Client Care Representative aims to provide a best-in-class banking experience to clients via phone, ITM, video banking and chat. Responsibilities include answering client questions, assisting with online and mobile banking, bill pay, debit card transactions and disputed transactions, researching and resolving client issues using internal software, and collaborating with team members to ensure a positive banking experience. The role requires knowledge of bank products and services (deposits, lending, IRAs) and may involve assisting clients with loans (credit cards, unsecured and automotive loans), identifying potential fraud, and following security procedures. Additional duties include processing bank communications, mailing statements, supporting Deposit Operations, and identifying cross-selling opportunities to support growth. The position emphasizes meeting service goals, complying with policies and regulatory requirements, fostering diversity, equity, and inclusion, and supporting the company mission and values.
Required Qualifications
- High school diploma or equivalent
- One year experience in a retail and/or client service environment
- Excellent client service skills
- Capability to prioritize and execute a variety of tasks simultaneously
- Strong interpersonal and written communication capabilities
- Capability to perform data entry utilizing banking software and Microsoft 365 products, with an elevated level of accuracy and attention to detail
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