Digital Banking Supervisor

Digital Customer Strategy Manager

Location : 131 E Main St, Hills, IA 52235

Schedule : Full-time; Monday through Friday (8 : 00 am - 5 : 30 pm), and every third Saturday morning.

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!

Accountabilities :

Digital Customer Strategy :

Develop processes and procedures for working with and servicing customers in the digital channel of their choice : Voice, video, chat, email secure message, etc. This includes creating customer focused best practices in using the systems the bank provides and providing recommendations for enhancements and changes that may be needed.

Create standards for servicing the digital channels. The standards will include service levels for responding timely in addition to standards for the content and use of brand.

Documentation : In addition to documentation of processes and procedures used, document knowledge base items for others to use when assisting customers so that others in the bank and new support staff to the area can have this information available to them. This can include but is not limited to :

Current bank products and services offered (Hills Bank Online, Apple Pay, 401K access)

Be a resource for the Contact Center as well as branch staff in regard to digital services used by our customers.

Develop processes to create seamless transitions for customers that interact with the bank in a digital channel that may also need to or wish to interact with staff in the branch as well.

Identify interactions we should be documenting in our CRM solution, Synapsys, and best practices for that documentation. This is vital in order to assist other Hills Bank staff that may also work with the customer on a subsequent interaction. Work with other system admins and Synapsys admin to develop processes to import interactions when possible to reduce the need for staff to look at multiple systems when supporting customers with past interactions.

Implement new digital / social channels as needed in order to meet changing customer experience expectations.

Assist with development and implementation of customer follow-up and onboarding activities for customers that open accounts online. Make use of automation tools and processes as appropriate in addition to unique personal interaction.

Supervision of Staff :

Directly supervises Digital Banking staff. Responsibilities include : interviewing, hiring and training Digital Banking staff, creating and maintaining Digital Banker work schedule, conducting weekly check ins, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Provide assistance to the Digital Bankers with data entry, special or difficult internal transactions, or customer inquiries / problems.

Provide follow-up guidance by instructing Digital Bankers in the handling of problem areas or transactions and reconciling errors as needed.

Responsible for performing on-going on-the-job training for all new Digital Bankers with the assistance of the Learning and Development department or other personnel as designated. Evaluate the progress of trainee and work with them to advance in the career path levels, making recommendations for advancement, further training, or termination.

Conduct Digital Banker huddles and skill builders to aid in communication, training, and skill development of retail staff.

Sales and Service :

Handle all typical banking transactions presented by customers in the channel that the customer may contact us through.

Handle both routine and advanced maintenance, service, support requests and customer inquiries regarding digital services offered by the bank.

Support the Bank's overall sales efforts through direct sales of consumer banking products and related services.

Ensure new digital accounts and relationships from the online account opening process are properly onboarded.

Relationship Management :

Develop, manage, and grow customer relationships through providing exceptional service, 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.

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 to other individuals or departments appropriately and effectively 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 they have been handled.

Complete sales plan with goals, develop sales strategies and measure results.

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.

Must successfully complete required training.

Must be able to work additional evening and Saturday hours as required.

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