Electronic Banking Representative

Are you a problem-solver who thrives in a fast-paced environment while delivering top-notch customer service?

At Security National Bank, if there is one belief we hold together as a team, it’s that everything matters.  From the words we say, to the way we dress, to the decisions we make and the actions we take – every single thing we do matters.  Why?  Because we recognize the inherent value of each individual, and the potential of what each person can become.  We realize every one of life’s interactions is an opportunity to help someone reach that potential.  This is why we treat even the smallest details of life and banking with careful thought and attention.  If you aspire to do the same, we’d like you to advance your career with us at SNB.

As an Electronic Banking Representative, you’ll play a vital role in ensuring our customers have secure, convenient, and seamless banking experiences. You’ll handle customer inquiries, support account maintenance, review transactions, and ensure accuracy across various banking services—all while providing prompt, professional service.

Success in this role requires exceptional multitasking skills, active listening, and critical thinking to resolve inquiries effectively. If you enjoy helping customers navigate their banking needs and excel in a dynamic environment, we encourage you to join us!

*This is an onsite position at our Main Bank office in Sioux City, Iowa.

KEY RESPONSIBILITIES:

• Provide exceptional phone-based customer support with a focus on problem-solving and customer satisfaction.
• Resolve complex customer inquiries related to online banking, mobile apps, digital payments, and other bank services by troubleshooting technical issues promptly and escalating only, when necessary, all while maintaining a friendly and professional manner.
• Support internal staff by serving as a resource for troubleshooting digital banking issues, ensuring employees can assist customers confidently and accurately.
• Assist customers with debit card needs, including disputes, unauthorized transactions, and ordering replacement cards when needed.
• Perform account maintenance, including, access management, authorizations, stop payments, charge-offs and related requests.
• Review and approve Remote Deposit Capture items.
• Conduct consumer overdraft reviews and make appropriate decisions.
• Collaborate with team members to update and maintain process documentation and procedures.
• Identify opportunities for cross-selling and generate customer referrals.
• Contribute to a supportive, close-knit team environment, working Monday–Friday with a focus on collaboration and customer care.

EDUCATION AND EXPERIENCE:

• 4 year college degree preferred or related work experience
• Knowledge of electronic banking responsibilities including deposit regulations, ACH processing, online banking, mobile banking, remote deposit, and others
• Customer service experience
• Accuracy and meticulous attention to detail required
• Excellent oral, written, and interpersonal communication skills
• Ability to navigate multiple computer systems and programs with working knowledge of Word and Excel
• Ability to manage multiple requests simultaneously, meet deadlines, and show flexibility to change direction when needed
• Team-oriented and the ability to work collaboratively across all levels of the organization
• Service-oriented, polite, and respectful
• Advanced problem-solving and analytical skills
• Ability to take direction and instruction and follow through independently until project completion 

HOURS:

Regular business hours, Monday through Friday.

BENEFITS:

We offer a comprehensive benefit package to our employees including medical, dental, short and long term disability, life insurance, paid time off, a wellness program, and a 401(k) savings plan at hire for future financial protection.

ABOUT SECURITY NATIONAL BANK:

Security National Bank was chartered in 1884 in Sioux City, Iowa; founded on the time-tested principles of integrity, honor, open-mindedness, efficiency, good humor, respect, duty, and human connection.  These principles served as guideposts that enabled SNB to withstand the economic panic of the late 1800s, the Great Depression, two World Wars, and the farm crisis — and emerge as the region’s most established and trustworthy locally owned bank.  We believe what was worth doing well yesterday is still worth doing well today. People change and banking changes, but our time-tested principles remain.  To this day, we believe that doing what’s right is the only way to take care of customers, empower businesses, cultivate growth, inspire our community, and accomplish the remarkable.

Security National Bank is an Equal Opportunity, Affirmative Action Employer.  Applicants are considered for all positions without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, marital status, or veteran status.

LEARN MORE:

https://www.snbonline.com/about/employment-opportunities

LOCATION:

Sioux City, IA

Main Bank