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Customer Experience Manager - Buffalo, NY #4551225


Company: Evans Bank

Date: 02/14/2018

Category: Business Services / Other

City: Buffalo, NY

Position Summary:


The primary role of the Customer Experience Manager role is to support and
champion the inside sales opportunities within the financial center, while
managing the overall customer experience through flawless branch operations. .
The Customer Experience Manager will be in constant contact with customers;
assisting them with financial product solutions, including opening new
accounts, servicing existing accounts and seeking cross sell opportunities. The
Customer Experience Manager will also be responsible for the coaching and
development of direct reports.


Duties and Responsibilities


Champion Inside Sales Opportunities:


  • Ensures personal sales/referral goals are attained.


  • Maintains strong knowledge of Evans Bank products and
    services to effectively refer product solutions across various business lines
    and achieve referral goals.


  • Utilizes the solutions planner to properly identify and
    provide solutions for customer needs.


  • Participates in activities to enhance public awareness of
    Evans Bank in the community.


  • Embraces the organization's commitment to synergy by
    seeking and recognizing opportunities to refer new business to all areas of
    Evans.

Manage Overall Customer Experience Through Branch
Operations:


  • Assists customers in opening
    accounts, loan requests and the closing of loans.


  • Works closely with the team to build the internal sales
    culture at the branch.


  • Assists in the overall smooth and efficient operations of
    the branch.


  • Upholds all bank policies, procedures and banking
    regulations.


  • Responsible for the overall branch when management is not
    available and acts as a management designee.


  • Takes advantage of educational opportunities that exist
    and encourages the other team members to do the same.


  • Has approval authority for official bank checks and
    internal bank documents within prescribed limits.


  • Participates and provides input at staff meetings.


  • Interviews candidates as needed.


  • Conducts regular coaching sessions with employees and
    documents/addresses any performance shortfalls.


  • Ensures branch employees are cross-trained to ensure
    maximum levels of productivity.


  • Overall responsibility for the daily operations of the
    financial center.


  • Lead and directs regular staff meetings and trains as
    needed.


  • Adherence to established regulatory requirements.

Position Requirements


Education/Experience/Certification


  • Associates degree or equivalent experience.


  • 3-5 years of inside/outside sales experience
    with the proven ability to:


  • Sell/refer products and services to customers
    and non-customers.


  • Plan, develop and execute on a personal sales
    plan.


  • Customer Service Excellence


  • Prior retail banking supervisory experience
    preferred


  • Notary Public or ability to attain within six
    months.


  • FINRA Series 6 & 63 license and New York
    State Life/Health/Accident license, or ability to attain as directed by
    management

Skill Requirements


  • Intermediate knowledge of Microsoft Word and Excel.


  • Strong knowledge of all bank products and services.


  • Excellent communication and interpersonal skills.


  • Sound decision-making capabilities.


  • Strong customer profiling skills



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