Retail Client Experience Manager

2 days ago

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

Assist the Retail Relationship Manager in the day-to-day operations of the Branch, managing the Kearny Bank Protocols and inside relationship building process. In partnership with the Retail Relationship Manager, responsible for the sales, service, and operation of the branch. Manage, coach, and lead the branch team in achieving all sales and service expectations as outlined by the branch goals and service standards.

Key Responsibilities
  • Assist the Retail Relationship Manager in developing, expanding, and managing consumer and business account relationships within a branch, focusing on meeting client needs for financial products and services.
  • 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, holding them 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, conducting branch audits on a regular basis.
  • A leader in assisting branch team with resolving operating and servicing issues while delivering the Client Experience.
  • Open and close accounts, solve daily client needs, and perform Universal Banker (I & II) duties, including proving the main cash vault and ATM and Coin Machines.
  • Ensure compliance with all established policies and procedures.
  • Serve as a role model for the branch team, providing guidance on appearance and dress as needed.
  • Conduct daily observations of the team, 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.
  • Conduct individual coaching sessions with each team member on a quarterly basis, emphasizing 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 performing respective duties, 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, with at least 3 years in a supervisory position.
  • Proven sales track record.
  • Ability to meet/exceed client experience needs, identify client/project needs.
  • Knowledge of bank's 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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