Customer Experience Manager in WILDWOOD, New Jersey at CREST SAVINGS BANK SLA

Please scroll to the bottom of this posting to download the required Pre-Employment Inquiry Authorization Release Voluntary Self-Identification - Form A Self-Identity form.

Be the Face of Service in Our Community:

The Customer Experience Manager is responsible for overseeing Yes customer experiences in the branch. This position is also responsible for the seamless delivery of the Crest bank products and services promised by the Customer Experience Team Leader or Relationship Manager, exceeding expectations whenever possible. This position creates a strong Customer Experience Team by providing consistent positive reinforcement, constructive feedback, and learning experiences. This position plays a key role in implementing branch operational objectives and proactively managing branch operations, security, and compliance with all applicable Federal and State laws and regulations as well as company policies and procedures that govern and safeguard the Bank and its customers. This position is expected to proactively manage relationships within the assigned branch.

Duties:

Works closely with the Branch Manager to ensure that operational excellence, sound judgment, best practices, and continuous improvement are key focuses and are adequately managed. Works closely with Branch Manager to build the skillset to develop customer relationships within and outside of the branch (i.e. active listening, overcoming objections, and thinking critically and creatively to understand and meet the needs of prospective, new, and existing customers and prioritize leads). Routinely coaches, develops, and evaluates branch employees to maximize their potential.

Processes all transactions and opens and maintains accounts in accordance with company policies and procedures

o Oversees management of currency inventory and financial instruments, including shipments and seasonal fluctuations, in accordance with company policies and procedures

o Researches and resolves customer issues to ensure satisfaction and documents customer feedback in accordance with the Bank's Customer Feedback Program

o Assists branch employees in the resolution of operational and customer issues, including differences, in accordance with company policies and procedures

o Oversees management of monthly and annual audits and alarms testing

o Ensures accurate records are maintained, including daily balancing by all members of the Customer Experience Team

o Ensures BSA/AML and OFAC records such as CTRs and those maintained in AML are completed

o Assists with daily exceptions / overdrafts / Oasis processes as needed

o Oversees management of retention, vault, ATM, and coin machine processes in accordance with company policies and procedures, assigning duties to Customer Experience Team members as appropriate to increase efficiency and their knowledge and requesting maintenance as needed.

o Optimizes scheduling to ensure branch objectives are achieved, coordinates with branch manager.

Essential Requirements:

• Passion for creating and maintaining excellent customer experiences and relationships.
• Excellent business communication skills.
• Excellent coach, who is equally passionate about cross-training staff on existing relationship development, creating customer experiences, and advising customers on bank products.
• Practices good judgment in balancing various priorities to achieve the best outcome for the customer.
• Computer Proficiency: Proficient in all systems necessary for role, including, but not limited to:

o ABA Learning Management System

o Adobe PDF

o Customer Profile Manager (CPM)

o DNA

o Microsoft Office Suite

o Online and mobile banking

Education and/or Experience: Five to seven (5-7) years' experience or related training preferred. Associates degree preferred; high school diploma or general education degree (GED) required. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Benefits:

• Medical
• Dental
• Vision
• 401K + plus match up to 4%
• Life Insurance
• Supplemental Life Insurance available
• EAP Program
• Education Program Reimbursement
• PTO

Crest Savings Bank is committed to the principles of equal employment.

We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on the following protected classes: age: race (including traits historically associated with race, which include, but are not limited to hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, national origin, nationality, ancestry, creed, religion, sex, sexual orientation (including transgender status, gender identity, or expression)l pregnancy (including childbirth, lactation, and related medical conditions), marital status, civil union status, domestic partnership status, atypical hereditary cellular or blood trait, American flag display, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws.

The Bank is dedicated to the fulfillment of this policy in regard to all aspects of employment, including, but not limited to, recruiting hiring, placement, transfer, training, promotion: rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

REQUIRED FOR ALL APPLICANTS:
FILE ATTACHMENTS SECTION BELOW:

Crest Savings Bank: Pre-Employment Inquiry Authorization Release Voluntary Self-Identification - Form A Self-Identify
Please download and print the Crest Savings Bank PDF document attachment below.
You will be asked to upload the completed and fully executed (wet signature required on all three pages) document when you complete the application questions.