Retail Client Experience Manager

4 weeks ago

WoodRidge New Jersey, United States Kearny Bank Full time
Job Summary

We are seeking a highly skilled and experienced Client Experience Manager to join our team at Kearny Bank. As a Client Experience Manager, you will be responsible for leading the branch team in achieving sales and service expectations, managing client relationships, and ensuring exceptional client experiences.

Key Responsibilities
  • Assist the Retail Relationship Manager in developing and expanding consumer and business account relationships within the branch.
  • Support the implementation of the Kearny Bank Client Experience.
  • Deliver strategic insights to improve the client experience.
  • Design and deliver weekly, monthly, and quarterly Client Experience effectiveness reports.
  • Lead, motivate, reward, and develop the branch team.
  • Develop and manage the process to resolve client criticisms and concerns in a courteous, positive, and timely manner.
  • Simplify and strengthen client experiences and build client trust by listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve.
  • Coach the sales process and each team member. Hold team accountable for sales objectives.
  • Proficient in delivering and coaching the flawless delivery of our service protocols and the sales process (The Client Experience) to all Team Members, including new employees.
  • Assist Retail Relationship Manager in enforcing Bank Security Policies and Procedures. Conducts branch audits on a regular basis.
  • A leader in assisting branch team with resolving operating and servicing issues while still delivering the Client Experience.
  • Opens and closes accounts and solves daily client needs.
  • Must be able to perform Universal Banker (I & II) duties, including proving the main cash vault and ATM and Coin Machines. Process teller work and ensure all work is processed properly.
  • Ensure compliance with all established policies and procedures.
  • Serves as a role model for branch team, provides guidance on appearance and dress, as needed.
  • Conduct daily observations of team and provide mentoring and training to improve staff development and overall branch results.
  • Serve as a liaison between the branch and various departments to ensure full communication and understanding of all company policies and procedures.
  • Conducts individual coaching sessions with each team member on a quarterly basis with a strong emphasis on achievement of production goals and service standards.
  • Assist Business Relationship Officers and Loan Officers with business calls to existing and potential clients, as needed.
  • In the performance of respective duties, must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security, and bank policies.
  • Perform other duties as may be assigned.
Qualifications
  • Bachelor's degree or comparable professional training is required.
  • Minimum 5 years experience in banking or a financial institution required, of which at least 3 years has been in a supervisory position.
  • Proven sales track record.
  • Ability to meet/exceed client experience needs, identify client/project needs.
  • Knowledge of bank products, services, sweep accounts, concept & Techniques, and cash management services.
  • Ability to model Relationship Building Techniques and effectively cross-sell.
  • Ability to resolve client questions and/or complaints.
  • Ability to manage staff and resolve conflict.
  • Ability to foster open communication, deliver presentations, demonstrate listening, speaking, and written communication skills.
  • Ability to answer questions effectively, build client relationships, and build internal and external networks.
  • Ability to act with integrity, demonstrate adaptability, work commitment, and maintain a positive performance in all situations.
  • Working knowledge of Microsoft Excel, Word, Access, and Outlook.
  • Ability to interact effectively and tactfully with all levels of the Bank.
  • Ability to read, write, and speak clearly.

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