Client Experience Manager

Our Client Experience Manager plans, directs and manages the day-to-day operations of one or more branch locations with a primary focus on developing, expanding and retaining new and existing client relationships. Oversees client service standards, audit integrity, risk management, branch sales culture, staffing, budget projections and sales activities and processes. Actively supports and manages to all budgeted sales, referral and growth goals.

What You Will Be Doing

• Exercises control over the operational and sales functions of all assigned branches. Responsible for the implementation of bank policies, procedures and objectives. Utilizes staffing to ensure appropriate staffing for all branches.
• Drives the sales culture of all branch teams through daily motivation and coaching of staff to promote individual accountability and achievement of assigned individual and branch sales/referral goals. Develops daily and weekly, individual branch sales plans.
• Addresses and resolves client's concerns and inquires promptly and accurately. Responsible for developing and retaining assigned branch clients through a focused, needs based sales approach.
• Responsible for continual training and development of staff, which includes, but is not limited to the following areas: sales, operational, client service, product knowledge, risk management, policies and procedures. Conducts skill practices and provides feedback following the observations of live sales/referral client interactions. Schedules regular branch visits to inspect all performance, training, sales and assigned goals; approximately 20% of the work schedule is used to conduct regular monthly on-site branch visits. The one on one time should be used to discuss each branch's sales performance to goal, the development of branch staff, implementation of marketing strategies, operational issues, and any other branch issue that needs attention.
• Maximizes employee performance through appropriate human resource management including recruiting, selection, placement, performance review, salary administration, counseling and termination of all assigned employees.
• Contacts clients to retain, expand, and deepen existing relationships. Develops new consumer/business opportunities through client interactions via phone and in person, staff and client referrals, client portfolio reviews, during opening new accounts, submitting loans and development and expansion of Centers of Influence.
• Plans and facilitates weekly sales meetings via phone or in person to discuss branch sales and individual sales goals, conducts weekly one on one sales meetings, coach team in reaching assigned sales/referral goals. Tracks sales results and modify sales strategies as needed.
• Manages the partnership with both internal and external business partners and keeps them informed of all Bank promotions and special offers.
• Supports and is active in all Company sales promotions, utilizes and becomes proficient in internal sales systems, maintains a positive cross sell ratio and demonstrates a positive sales attitude and approach to successfully lead a sales team.
• Monitors the competitive environment by staying abreast of changes in the local markets and with its competitor's rates and services, their impact on assigned branch network. Informs Regional Manager of their implications and opportunities.
• Develops strong partnership with their Premier Client Manager to ensure the growth and retention of client relationships.
• Manages lobby traffic to ensure clients are greeted and directed to the appropriate branch representative. Encourages the use of alternative delivery systems such as ATM, ITM, Debit Cards, Client Contact Center, Remote Deposits, Online and Mobile Banking.
• Ensures and is held accountable for audit integrity, risk management and the overall security of the branches and their clients.
• Responsible for the proper onboarding of all new clients to ensure the process goes smoothly and sets the standard for a high-level client service experience.
• Ensures branches are scheduled for optimum coverage, staff is properly trained to meet the needs of its clients, ongoing product knowledge training, and aids in the career development of individual branch staff.
• Meet established Community Reinvestment Act (CRA) hours
• Adheres to the guidelines set forth by First Bank.
• You'll have the responsibility of leading and managing multiple (2) branch locations in St. Charles County

• High school diploma or general education degree (GED) required; college degree preferred
• Minimum of three years financial services/banking experience; or equivalent combination of education and experience preferred
• Proven successful experience and proficiency in sales management to include planning, goal setting, tracking, reporting and selling
• At least one year previous management/supervisory experience
• Excellent verbal and written communication skills
• Comprehensive knowledge of financial products and services
• Must be registered under the National Mortgage Licensing System (NMLS) or become registered upon hire
• Successful completion of Manager's training and certification for this role is require to be completed within 6 months of hire
• L & D license strongly preferred; Series 6 license a plus
• Multi-lingual, a real plus
• U.S. Military Veterans are encouraged to apply