Client Experience & Market Operations - Texas / Onsite Only

Client Experience & Market Operations - Texas / Onsite Only Regular Full-Time TX - Union, Dallas, TX, US JOB SUMMARY This position is responsible for end‑to‑end customer experience in the Texas market by establishing clear ownership for how client service requests move from initiation to resolution. This role owns market‑level operations and client experience execution across Texas, serving as the primary intake, triage, coordination, and follow‑through point for internal Texas market service needs. The role partners closely with Texas banking centers and in‑market sales teams, and engages enterprise operational partners as required, to ensure requests move from initiation to resolution with clear accountability, high service standards, and consistent closure. ESSENTIAL FUNCTIONS Service And Client Experience (35%) Owns market‑level service execution in Texas by ensuring client and internal requests are carried full‑circle from intake to resolution without fragmentation Ensures clients experience consistent, timely, and accountable service regardless of entry point into the organization Provides a high level of service responsiveness by resolving complex issues and closing loops with clear, timely communication to Texas banking centers and in‑market sales teams Coordinates the movement of requests through appropriate processing paths (routing, approvals, documentation, and operational queues) to prevent client disruption, delays, or rework Protects sensitive client information and maintains confidentiality while working across teams and systems Partners with Texas banking centers, in‑market sales teams, and enterprise operational partners to deliver a consistent and accountable client experience across the Texas market Texas Market Operations (30%) Supports day‑to‑day execution for key operational workflows in Texas, including account opening and account maintenance, ensuring documentation and compliance requirements are met Serves as an intake, triage, and completion point for internal Texas market operational requests Coordinates operational transactions and service requests through appropriate channels and partners (examples may include check orders, transfers, wires, disputes, fee adjustments, and statement requests) to drive timely completion and clear closure Coordinates deposit‑related and treasury‑adjacent service requests within the Texas market by routing defined items to appropriate enterprise operational partners while retaining end‑to‑end accountability for client experience outcomes Supports online banking maintenance and coordinates resolution of access and maintenance needs through appropriate partners and established processes Market Enablement, Standards, And Execution (15%) Provides day‑to‑day guidance to Texas banking centers and in‑market sales teams on service standards, required steps, and expected handoffs so requests move efficiently from intake to resolution. Reinforces consistent execution by clarifying expectations for submissions (complete information, correct routing, required documentation) and partnering with teams to reduce recurring breakdowns that create rework or client friction. Serves as an escalation point for complex or stalled items by coordinating with enterprise operational partners to confirm ownership, unblock processing, and close loops back to Texas banking centers and in‑market sales teams. Models and promotes a client‑ownership mindset in the Texas market by ensuring requests are resolved completely and communication is clear, timely, and transparent. Supports consistent system discipline by reinforcing timely and accurate maintenance steps so service outcomes are enforceable and repeatable. On‑Site Market Presence & Texas Banking Center Execution (10%) Provides consistent on‑site presence in Texas banking centers, serving as the primary point of contact for walk‑in client service needs Executes required banking center operational activities to ensure clients receive timely, accurate, and complete service Owns banking center readiness and supports basic office and space stewardship (supplies, workspace needs, facilities coordination) to enable consistent client experience delivery Establishes visible market ownership and serves as a trusted on‑site escalation point for client service issues Operational Tracking, And Continuous Improvement (5%) Tracks and follows through on request status using shared tracking methods and emerging standardized workflows to ensure transparency, predictability, and closure. Identifies obstacles that degrade client experience or hinder ease of execution and proposes improvements that reduce handoffs, increase clarity, and strengthen service consistency. Participates in regular check‑ins and feedback loops to refine workflows, improve adoption, and continuously evolve the Texas market service model. Leadership (5%) Manages employees within department including but not limited to recruiting and hiring, training, coaching and developments, holding regular check‑in meetings, delegating work assignments, conducting timely performance reviews, providing salary recommendations, and administering corrective actions as needed. Performs other duties as required and assigned. KNOWLEDGE, SKILLS AND ABILITIES Strong knowledge of banking center operations, account opening, account maintenance, and transaction processing fundamentals Strong understanding of deposit‑related operational processes and ability to triage and complete complex requests accurately Ability to coordinate work across Texas banking centers, in‑market sales teams, and enterprise operational partners with strong follow‑through and service orientation Strong written, verbal, and interpersonal communication skills with the ability to convey expectations clearly and professionally Strong service mindset and ability to resolve issues with appropriate urgency and professionalism Strong organizational and prioritization skills; ability to manage multiple concurrent requests while maintaining accuracy and transparency Strong problem‑solving skills and ability to navigate systems, approvals, and handoffs to drive requests to completion Proficiency with Microsoft Office (Outlook, Teams, Excel, Word) and comfort using shared inboxes and trackers Ability to maintain confidentiality regarding bank, customer, and employee information Ability to complete the required training by assigned due date. Ability to maintain regular and reliable attendance. EDUCATION* Minimum of a High school diploma or equivalent required; bachelor’s degree in business, finance or related field preferred EXPERIENCE* Minimum of 3+ years of demonstrated experience with account opening and account maintenance (retail and/or commercial) in a banking center environment required Experience coordinating operational workflows across teams (including treasury and other operational functions) strongly preferred *Equivalent education and experience will be considered AFFIRMATIVE ACTION Security National Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. #J-18808-Ljbffr