Lead Customer Experience Manager

3 weeks ago

Hudson, Wisconsin, United States Associated Banc-Corp Full time

**Company Overview**

Associated Banc-Corp is a leading financial institution committed to creating an inclusive culture where diverse perspectives are valued and recognized as strengths critical to our success. We strive to create a work environment where colleagues are respected, treated fairly, and given equal opportunities to perform to their fullest potential.

**Job Summary**

We are seeking an experienced Lead Customer Experience Manager to join our team. This role will be responsible for ensuring our customers receive efficient, friendly service and that common courtesies are extended to every customer. The successful candidate will direct the day-to-day operational activities of the teller area, supervise tellers to ensure each customer's experience is positive and memorable, train staff on operational issues, and make judgment decisions and coach referrals.

**Key Responsibilities**

  1. Direct the day-to-day operational activities of the teller area, ensuring efficient and friendly service to customers.
  2. Supervise tellers to ensure each customer's experience is positive and memorable.
  3. Train staff on operational issues, including policies and procedures.
  4. Make judgment decisions and coach referrals to ensure customer satisfaction and safety.
  5. Perform customer banking transactions, identify and service customer needs, and resolve issues.
  6. Supervise the teller staff and direct day-to-day operational activities within the teller area.
  7. Support the sales process by coaching and motivating tellers to refer customers in need of additional financial solutions to bankers.
  8. Share product and service promotions and new opportunities with customers.
  9. Coach, train, and develop tellers to ensure they have the skills and knowledge needed to provide excellent customer service.
  10. Ensure compliance with outside regulations and corporate standard operating procedures.
  11. Perform periodic cash counts of teller windows and cash vault.

**Estimated Salary:** $65,000 - $80,000 per year, depending on location and experience.

**Benefits:** We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

**Requirements:**

  1. 2+ years of experience in a customer-facing role, preferably in banking or financial services.
  2. Proven track record of providing excellent customer service and leading teams to achieve high levels of customer satisfaction.
  3. Strong communication and leadership skills, with the ability to train and develop staff.
  4. Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
  5. High school diploma or equivalent required; bachelor's degree preferred.

**Location:** This role will be located in a branch with transaction volume to support a level II supervisor. The specific location will be determined based on business needs.

**Application Instructions:** Apply online through our career portal. We are an equal opportunity employer and welcome applications from diverse candidates. We look forward to hearing from you

**Note:** We do not discriminate on the basis of race, color, national origin, sex, age, disability, genetics, or any other characteristic protected by law. We are committed to creating a diverse and inclusive work environment where colleagues are respected, treated fairly, and given equal opportunities to perform to their fullest potential.

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