Digital Banker

Job Description

Job Description

*This position is eligible for a Spanish proficiency pay differential*

SCHEDULE: Full-time; Monday through Friday (8:00 am- 5:00 pm), and 1 of 2 Saturday mornings. Average of 40 hours/week.

LOCATION: 131 Main St, Hills, IA 52235

BENEFITS : Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE:

Will lead the Hills Bank vision "Customers for Life" through implementing customer service strategies and support across all delivery channels, with a passion for developing digital customer experiences. This position will focus on managing customer relationships and providing exceptional service in a digital channel.

ACCOUNTABILITIES:

Digital Customer Strategy:

• Service customers in the digital channel of their choice. This includes creating customer-focused best practices using the systems the bank provides, and providing recommendations for enhancements and changes that may be needed.
• Document knowledge based items for others to use when assisting customers so that others in the bank and new support staff can best assist them. This can include but is not limited to:
  • Current bank products and services offered (Hills Bank Online, Apple Pay, 401K access)
  • Use of third party products and services (Quicken, Acorns, Xero)
  • Appropriate personal information to better connect and strengthen the customer relationship.
• Be a resource for the Contact Center and branch staff with regard to digital services used by our customers.
• Implement new digital/social channels in order to meet changing customer experience expectations.

Sales and Service:

• Support the Bank's overall sales efforts through direct sales of deposit products, consumer loans, and related services.
• Identify banking needs and recommend solutions for both prospective and current customers
• Accurately and efficiently open various types of deposit accounts, such as checking, savings and money market accounts, certificates of deposit, and complementary services for consumer relationships.
• Effectively handle credit card and consumer lending requests.
• Acquire the necessary product, compliance, and systems knowledge and use it to accurately and efficiently handle IRAs and open various types of deposit accounts and complementary services for non-personal and fiduciary relationships
• Handle banking transactions in the channel that the customer contacts us through, in a timely and responsive manner.
• Understand and become proficient in various technology operating platforms, browsers, and devices.
• Handle both routine and advanced maintenance, service and support requests, and customer inquiries regarding digital services offered by the bank.
• Perform customer follow-up and onboarding activities for customers who open new digital accounts. Make use of automation tools and processes, in addition to unique personal interaction.
• Complete training and begin handling home equity lending requests.

Relationship Management:

• Develop, manage, and grow customer relationships through ongoing contacts, recognition of key life events, needs-based cross-selling, etc.
• Provide assistance and insight into how customers can succeed in their financial life and how Hills Bank can assist the customer to reach their goals. This includes identifying banking needs and recommending solutions.
• Utilize the Bank's Customer Relationship Management (CRM) system to plan for and personalize customer interactions and help develop corporate memory, manage referrals, and maintain appropriate entries regarding opportunities and interactions with customers.
• Proactively reach out to customers through one-on-one contacts, larger retail campaigns, and product promotions throughout the year. This effort will include interacting with customers through the Engage platform.
• Work within defined banking processes, such as GREAT customer service expectations, the 5 Step Retail Banking Conversation Model, Quarterly Action Plans, and New Relationship/New Account Onboarding to help ensure a consistent, positive experience for customers and success for your branch team.

Growth and Development:

• Acquire the necessary knowledge about bank products and services, and other departments' and coworkers' functions in order to be able to refer customers appropriately, in order to create a seamless digital to physical experience. Maintain ownership of and follow-up on any hand-offs or referrals to ensure that the customer needs have been met.
• Complete quarterly 90 day plan to define goals, develop sales strategies and measure results.
• Work through Digital Banker Career Path to grow skill sets and product knowledge to assist customers.

Other Duties:

• Actively participate in office, bank and community events.
• Maintain educational and professional expertise through attendance at internal and/or external educational opportunities.
• Perform other duties as assigned.

EDUCATION AND SPECIAL REQUIREMENTS:

• High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or bachelor's degree.
• Prefer 1 or more years of experience in a related position.
• Must be able to successfully meet the requirements of the SAFE Act including registering with the Nationwide Mortgage Licensing System & Registry and maintaining their unique identifying number.
• Must successfully complete required training.
• Must be able to work additional evening and Saturday hours as required.
• This person will need experience in use of various mobile devices and an understanding of IOS and Android operating systems.
• This job requires skills needed in a typical office environment. This includes computer skills, as well as utilization of office equipment. Must have working knowledge of Microsoft Word, Excel and PowerPoint.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABILITY