Customer Service Representative I

Iowa Trust; Des Moines (IA); On-site; USD 35,000 - 52,000; Full time

Job summary

Iowa Trust & Savings Bank is seeking a Customer Service Representative I in Des Moines, IA to assist customers and staff with deposit operations and general banking needs. The role supports daily operations, promotes bank products, and ensures compliance with policies.

The ideal candidate has a high school diploma and at least one year of related experience, with strong communication and organizational skills to handle multiple tasks in a fast-paced environment.

Qualifications

• High school diploma or equivalent required; Associate degree or additional relevant education preferred.

Responsibilities

• Provide a variety of customer account services, including processing deposits, withdrawals, loan payments, check cashing, night and mail deposits, cashier's checks, money orders, and other routine banking transactions.
• Respond in a positive manner and provide resolution to customer or staff inquiries.
• Exhibit effective use and understanding of all retail and commercial deposit products, deposit insurance, bank services and fees, and selling techniques.
• Perform cash drawer, cash vault, safe deposit, receptionist, and proof operation functions. Assist with cash audits.
• Resolve routine and more complex problems; communicate solutions and fulfill customer account information requests.

Skills

Customer service

Banking operations

Cash handling

Communication

Time management

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Office

Job description

The Customer Service Representative I, is responsible for providing a courteous service that assists customers and staff in the accurate and efficient processing of deposit operations and general banking activity. Recommend and cross-sell bank products and ensure compliance with bank operations. This position requires accuracy, organization, and supports daily operations and maintenance. Assist individuals with deposit and other banking needs. Participate in bank committees and consistently apply the Vision, Mission and Values of the organization.

Essential Functions

• Provide a variety of customer account services, including processing deposits, withdrawals, loan payments, check cashing, night and mail deposits, cashier's checks, money orders, and other routine banking transactions.
• Respond in a positive manner and provide resolution to customer or staff inquiries.
• Exhibit effective use and understanding of all retail and commercial deposit products, deposit insurance, bank services and fees, and selling techniques.
• Perform cash drawer, cash vault, safe deposit, receptionist, and proof operation functions. Assist with cash audits.
• Resolve routine and more complex problems; communicate solutions and fulfill customer account information requests. Utilize available expertise and staff resources to deliver quality solutions in a timely manner.
• Participate in training sessions.
• Support audit and regulatory information requests by providing staff and/or examiners with detailed records and reports.
• Promote a high level of employee cooperation and rapport and utilize available expertise and staff resources to deliver quality solutions in a timely manner.
• Assure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.
• Diligently protect and appropriately manage confidential and sensitive information.
• Demonstrate knowledge of, and adherence to, equal employment opportunity. Shows respect and sensitivity for cultural differences and promotes a working environment free of harassment of any type.
• Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to Funds Availability, Bank Secrecy Act, Anti-Money Laundering Act, and other laws and regulations.
• Contribute to a positive team environment by cooperatively working with other department team members and bank personnel.
• Perform other job-related duties as assigned.

Required Qualifications

Education

• High school diploma or equivalent required; Associate degree or additional relevant education preferred.

Experience

• One or more years of related experience and/or training, or an equivalent combination of education and experience.
• Relevant professional certifications or industry designations are preferred.
• Experience in banking, accounting, finance, lending, operations, management, or supervision is preferred.
• Relevant education or professional development through internal training, formal coursework, or financial industry-related programs is beneficial.

Knowledge, Skills & Abilities

• Knowledge of bank operations, products, and services, including applicable state and federal laws, regulations, policies, and procedures.
• Proficiency with computers and standard business applications, including word processing, spreadsheet, and banking-related systems.
• Strong organizational and time-management skills with the ability to manage multiple priorities and meet established deadlines.
• Effective verbal and written communication skills.
• Ability to work effectively in a team environment, adapt to changing priorities, and maintain professionalism during interruptions, high-volume periods, or challenging situations.
• Strong commitment to customer service and an understanding of the role of relationship-building and sales within a community banking environment.
• Ability to identify and respond appropriately to the needs and priorities of both internal and external customers.
• Ability to travel between Bank locations as business needs require.
• Valid driver's license and appropriate automobile insurance coverage when driving is required to perform assigned job responsibilities.

Core Competencies

• Customer Focus
• Integrity & Ethics
• Accountability
• Teamwork
• Communication
• Attention to Detail
• Problem Solving
• Professionalism

Physical Requirements

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

• Prolonged periods of sitting while working at a computer.
• Frequent use of computers, telephones, and other office equipment.
• Ability to communicate effectively in person, by telephone, and electronically.
• Occasionally lift or move up to 20 pounds.
• Ability to reach, bend, and perform routine office tasks.
• Professional office environment.
• Frequent interaction with employees, customers, and third-party vendors.
• Moderate noise levels are typical of an office setting.
• Minimal travel may be required for training or business needs.

About Iowa Trust & Savings Bank

Iowa Trust & Savings Bank is a community-focused financial institution committed to building lasting relationships through exceptional service, sound financial stewardship, and local decision-making. We proudly serve individuals, businesses, agricultural producers, and communities across Iowa while fostering a culture of integrity, teamwork, accountability, and continuous improvement.

Iowa Trust & Savings Bank is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local law.

At-Will Employment

Nothing contained in this job description creates an employment contract or alters the at-will employment relationship. Employment with Iowa Trust & Savings Bank may be terminated by either the employee or the Bank at any time, with or without cause or notice, subject to applicable law.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Iowa Trust & Savings Bank reserves the right to modify this job description at any time to meet business needs.