Regional Customer Service Officer

Job Overview

Regional Customer Service Representative
Fidelity Bank & Trust — East Region, Dubuque

Do you have a passion for people, a sharp eye for process, and enough leadership energy to power a small city? Then step right up — we’re looking for a Regional Customer Service Representative to champion top-tier service across our eastern branches!

As the go-to partner for your assigned region, you’ll coordinate staffing and training for Customer Service Representatives, help launch strategic initiatives, and act as a communicator extraordinaire between branch staff and Regional Leadership. Your mission: ensure the customer experience is consistently exceptional — every lobby, every conversation, every time.

What You’ll Do

• Lead by example — support bank vision, decisions, and culture with confidence
• Coordinate CSR schedules, coverage and workflow so branches run smoothly
• Drive promotions, projects, and service enhancements — yep, you’re the spark
• Guide and coach staff through CSR Certification Levels and product/service expertise
• Implement new procedures
• Assist in hiring and onboarding CSR superstars
• Support performance evaluations with clear, constructive input
• Perform audits to keep accuracy, compliance, and controls strong
• Ensure great communication across all branches in the region
• Team up with Marketing to roll out product and service campaigns
• Safeguard confidential customer and bank information like a vault
• Maintain strong compliance with all laws and regulations
• Continuously share improvement ideas — to improve efficiency
• Represent the bank in community activities and events
• And anything else needed to help the team shine

What You Bring

·         3+ years experience in retail banking or customer service leadership

·         Proven ability to manage, coach, train, and motivate frontline staff

·         Strong knowledge of bank products, systems, policies, and procedures

·         Excellent communication, relationship-building, and conflict-resolution skills

·         Solid organizational and time-management abilities — juggling is part of the job

·         Familiarity with regulatory and compliance standards within banking

·         Comfortable with travel between branches in the assigned region

·         Ability to maintain confidentiality and protect sensitive information

·         Tech-savvy with proficiency in core banking software, Microsoft Office, and digital tools

·         Self-starter mindset — sees a problem, solves a problem

Why Join Us?

• Be a regional impact-maker
• Empower a team that makes hometown lives better
• Advance your career with leadership growth and development opportunities
• Competitive compensation and great benefits because you deserve it

Ready to Apply?

If developing top-notch teams and elevating customer experiences is your calling, we can’t wait to meet you. Apply today and help us build the best hometown banking experience in the region!