What are the responsibilities and job description for the Customer Experience Manager position at Newtown Savings Bank?
Location: Oxford, CT
How would you like to join our team? Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch. This position supervises, coaches, and develops the staff of the branch.
PRIMARY RESPONSIBILITIES:
- Responsible for overall operational efficiency of branch as well as audit requirements and results.
- Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines.
- Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued.
- Support the Bank’s Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary.
- Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures.
- Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager.
- Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette.
- Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank’s policies, procedures and programs. Complete all compliance requirements by scheduled deadlines.
- Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development.
- Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members.
- Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions.
- Meet the Bank’s volunteer specifications and be involved in community activities as necessary.
POSITION REQUIREMENTS:
- Associates Degree and/or 3-5 years of banking experience
- Supervisory Experience is a must
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs.
Newtown Savings Bank is an equal opportunity and affirmative action employer regardless of race, gender, disability status, protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.
