Customer Experience Coaching Director - Onsite (AR/MS)

Who We Are:

Southern Bancorp is more than a bank. As a Community Development Financial Institution (CDFI), a special certification designated for institutions that serve predominantly underserved communities, Southern Bancorp combines traditional banking and lending services with financial development tools and public policy advocacy to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals.

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  Coaching and Development
  • Own and deliver the established customer experience roadmap training program, covering customer interaction best practices and product knowledge to equip front line retail team members with the necessary skills to provide excellent customer service in every customer interaction in the field
  • Hold and protect the integrity of the customer experience roadmap as the brand delivery in every customer interaction across the retail network
• Performance Coaching
  • Actively listen to customer interactions (in person, calls, chats, emails) to identify areas for improvement, provide constructive feedback to individuals, and coach them on techniques to enhance their communication and problem-solving abilities
  • Coach retail front line team members on how to have value-based conversations with customers, help the bank build relationships with partners, and improve overall sales and service performance
• Quality Assurance
  • Monitor customer interactions to ensure adherence to established standards, identify trends and patterns in customer feedback, and report findings to relevant stakeholders
• Customer Feedback Analysis
  • Analyze customer surveys, reviews, and feedback data to pinpoint pain points and opportunities for improvement in the customer journey
• Calibration and Standardization
  • Ensure consistent quality of customer service by calibrating coaching practices with team leaders and aligning feedback with company standards of roadmap delivery in every interaction across the retail footprint

• Mentorship and Support
  • Provide ongoing support to team members, address their concerns, and help them navigate complex customer situations
• Performance Measurement
  • Track KPIs related to customer satisfaction, customer digital adoption and engagement, customer product and services penetration rates, resolution rates, and other relevant metrics to assess the effectiveness of the customer experience roadmap
  • Prepare and present detailed performance reports weekly, monthly, and quarterly to Head of Retail banking highlighting high gain branches, markets, and region as well as opportunity branches, markets and regions

• Bachelor’s degree in business administration, finance or related field required. MBA or other advanced degree preferred
• 10 years of experience in retail banking or financial services, with a minimum of five years in a leadership role managing customer experience, sales or service management
• Proven track record in driving performance improvements leveraging a tailored process, influencing people, and ensuring standardization in a retail banking environment or financial services
• Experience with retail branch or banking contact center, including the development and execution of analyzing performance trends via data, and coaching programs
• Ability to clearly articulate feedback, actively listen to customer interactions, and effectively communicate with both customers and team members
• Deep understanding of customer needs and genuine passion for delivering exceptional customer services
• In-depth understanding of banking products and services, trends in digital engagement and adoption, and evolving consumer behavioral requirements
• Capability to analyze customer data, identify trends, and translate insights into actionable coaching strategies
• Strong leadership skills with the ability to drive change, influence others, and build high-performing teams.
• Ultra enthusiastic about delivering coaching and feedback in a positive developmental environment with proven ability to deliver coaching at all levels in the retail network in individual and group settings
• Proven ability to design and deliver engaging coaching programs, provide personalized coaching, and adapt to different learning styles
• Exceptional problem-solving and critical thinking skills and the ability to think strategically and execute effectively.
• Excellent communication, presentation, and interpersonal skills, with the ability to collaborate across functions and levels of the organization.
• Strong knowledge of operational systems, technologies, and tools used in retail banking.
• Ability to travel to various branch locations as needed. Must be able to operate a motor vehicle and maintain a valid driver’s license and auto insurance

Preferred qualifications:

• Exposure to CRM such as Salesforce a plus
• Previous experience in a large retail banking organization or financial institution contact center is highly preferred.
• Proficiency in data analysis, performance trends insights, operational reporting and performance metrics

Physical/Sensory Requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What we offer our employees:

A positive impact on Your Future:

• 401(k)/Roth plan with immediate eligibility and employer match up to 6%
• Employee stock ownership plan
• Discounted rate on primary home mortgage
• Credit and housing counseling as well as free financial education tools available to customers and employees

Benefits to improve your health:

• No deductible medical insurance plan
• Dental and vision insurance
• Employer paid life and long-term disability insurance
• Flexible Spending Accounts

The opportunity to nurture your well-being:

• Paid holidays and paid time off
• Bonus plan
• Opportunity for merit raises
• Employee reward and recognition programs
• Community service opportunities

Southern Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, gender expression, status as a protected veteran, among other things, or status as a qualified individual with disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a Community Development Financial Institution, Southern Bancorp desires its workforce to reflect the diversity of the customers and communities that we serve. Racial and ethnic minorities, people from working class backgrounds, women and LGBTQ people are often underrepresented in many financial service industry professions. Therefore, we strongly encourage applications from people with these identities or who are members of other marginalized communities.