Assistant Client Experience Manager

Get AI-powered advice on this job and more exclusive features. The Assistant Client Experience Manager is responsible for leading and inspiring a dynamic group of Client Experience Representatives in delivering exceptional customer service. In this pivotal role, you will oversee daily operations, ensure compliance with banking regulations, and foster a positive and efficient work environment. Your leadership will be key in enhancing our client’s experiences and driving team success. Primary Accountabilities: Leadership, Management & Accountability (LMA): Leads, manages and holds Client Experience Representative (CER) staff accountable for achieving agreed-upon commitments and demonstrating a One Team mentality. Dependably demonstrates a relentless obsession with values alignment, customer service, focus, simplicity and clarity. Maintains a strong leadership presence, motivating staff and building commitment to the Bank’s priorities and direction. Responsible for training all components of the role. Client Support: Focuses on deepening relationships with deposit clients through delivering a client experience that is secure and consistent with our client service standards. Client service and support are provided in person, online, over the phone and through printed materials. The Lead Client Experience Representative is available to other Client Experience Representatives for inquiries concerning client experience and guidance through handling dissatisfied clients. Account Opening, Closing & Maintenance: Opens and closes depository accounts for new and existing commercial and private banking clients and maintains accurate documentation and electronic files. The Assistant Client Experience Manager is a highly reliable source of knowledge on the maintenance of client accounts, including inquiries on accounts, reordering checks, adding signers to accounts, reordering ATM/debit cards, closing accounts due to fraud, lost or stolen checks, etc. Transaction Processing: Performs all daily transactional activities and branch capture ensuring transactions are properly documented and posted to client accounts. Vault & Cash Management: Accurately and securely maintains records for the vault and cashbox. Ensures proper cash operating procedures and upholds appropriate cashbox balances. May input Fed. Cash orders and accurately prepare money shipments. Product & Service Knowledge: Displays in-depth knowledge and proficiency in explaining, selling, and training on bank’s products & services (includes all account types and titling). Independently educates and train clients to conduct transactions through self-service technologies such as online banking or the Bank’s mobile application. Compliance: Responsible for ensuring full deposit compliance according to rules and regulations governing account opening and transaction processing and abiding by the Client’s written procedures; properly identify and document CTR’s and SAR’s. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time without notice. Expectations, Skills & Qualifications: A role model for our core values: Do the Right Thing, G.S.D. (Get Stuff Done), One Team, and Give Generously Demonstrated commitment to timely, defect free and caring customer service Self-motivated and persistent in following through Knowledgeable of depository and treasury management products and services and bank policies, procedures, and regulations Able to perform at a high level in a fast-paced environment Flexible to change in a growing organization Excellent verbal and written communication skills Demonstrated collaborative work style and respect for others Demonstrated self-motivation and resourceful work ethic Is accountable for demonstrating compliance with the Bank Secrecy Act, Privacy of Consumer Financial Information and all other federal and state rules and regulations as it pertains to their position at the bank. Education & Experience: A Bachelor’s Degree from College or University and a minimum of 5-7 years of experience in customer service and/or banking in related position as teller or customer service representative; or equivalent combination of education and experience. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Finance Industries Banking Referrals increase your chances of interviewing at Grey Search + Strategy by 2x Sign in to set job alerts for “Experience Manager” roles. 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