Customer Experience Team Manager

Summary Descriptionnbkc bank is currently looking for a Customer Experience Team Manager to join our Customer Experience team.As the Customer Experience Team Manager, you will lead a team of six (6) Customer Experience (CX) Specialists to deliver exceptional service, resolve customer issues, and meet daily operational goals. You'll coach, train, and support the CX team, ensuring they’re motivated and aligned with bank policies and standards. It’s all about creating a great customer experience while fostering a positive team environment! The CX team works a schedule from Monday to Friday with options for 7am-4pm or 9am-6pm, and occasional Saturdays.This position will work @Flex (a combination of both in the office and at home) based out of our Kansas City, MO office.Interested in learning more? Check out more details below.What You’ll DoTeam Leadership and Development• Manage, mentor, and motivate a team of 5-6 Customer Experience Specialists• Set clear performance goals and expectations• Recruit, onboard, and train new Customer Experience Specialists• Develop existing team members through continuous training• Provide ongoing coaching and support to Customer Experience Specialists• Conduct and manage performance evaluations• Foster a positive and collaborative team environmentCustomer Service Excellence and Daily Operations• Supervise daily operations to ensure service goals are met• Identify areas for improvement and collaborate with Customer Experience Manager for necessary coaching and performance management• Provide accurate, professional, courteous, and efficient service to all customers• Maintain the bank’s customer service standards for internal and external customers• Strive to exceed customer expectationsComplaint Resolution and Escalation Management• Proactively resolve complaints and complex issues• Assist specialists with escalated customer inquiries• Redirect customers to appropriate departments/personnel for matters beyond authorityCompliance, Risk Management, and Confidentiality• Assess risk and exercise discretion in decision-making• Handle sensitive and confidential information with care• Ensure compliance with all bank policies and procedures• Stay updated on regulatory changes and implement necessary adjustments• Promote a culture of compliance within the team• Ensure all actions comply with security protocols• Follows all applicable laws and regulations.• Performs other duties and projects as assigned.What You’ll Bring• High school diploma or GED required• Qualified candidates will have 3-5 years of previous banking experience with 2 years of supervisor/management experience preferred.• Previous knowledge of bank products, policies, procedures, and systems required.• Excellent customer service skills.• Superior problem-solving skills, sound judgment and decision-making abilities.• Ability to think outside the box.• Team player who can work with a team of individuals to perform a variety of tasks, working toward common branch and bank objectives.• Coaching and development experience to assist in developing staff.• Ability to perform essential functions of the job with or without accommodation.Bonus Points• Ability to identify customer needs, recognize and evaluate risk, exercise discretion, and handle sensitive and confidential issues.• Ability to perform within a complex, multi-functional technical environment.• Strong sales orientation.• Strong knowledge of Microsoft Office application.• Strong number orientation and accuracy with detail orientation.• Excellent verbal and written business communication skills.Our Hiring ProcessAfter we review your application and feel you’re a potential fit we will reach out with next steps. We work hard to meet our candidates on their time- sometimes that’s a phone screen, video interview, or even a cup of coffee before meeting our team. We are committed to keeping you updated along the way.Benefits & PerksWhat you’ll love about us:• Choose from one of our multiple comprehensive health care plans that best suits you and your family where you are in life right now. (HSA, FSA, PPO – we got you covered!)• Enjoy 4 weeks of paid time off, 11 paid holidays, Birthday PTO, and 8 paid volunteer hours per year• Save more for your future with our 401k retirement savings plan with a generous match and immediate vesting from nbkc. Now that’s a sweet deal!• Spend time bonding with your family with paid parental leave options• Care for your whole person with access to our EAP and behavioral health advocates• Take advantage of our wellness programs which include a wellness reimbursement account and an on-site gym facility.• Flexible work options to allow you to do your job and live your life (Work-Life Integration for the win!)• Enjoy anniversary awards for your 3- and 5-year anniversaries (That’s serious cash money towards your retirement account, student loan refinancing or your HSA).• Take a 4-week paid sabbatical for your 10-, 18-, and 25-year anniversariesAbout Nbkcnbkc isn’t your average bank. We take your traditional financial institution and make it better.We know what we offer our customers is only as good as the people behind the scenes who keep it going. That’s why we make sure you’re supported and encouraged along the way. You’ll work with some awesome, intelligent, and diverse people in a fun and forward-thinking environment and accomplish plenty of things you’ll wanna brag about.nbkc is deeply committed to diversity, equality, and inclusion in all its practices, especially when it comes to growing our teams. We aim to build a company whose culture promotes inclusion and embraces how rewarding it is to work with employees from all walks of life.nbkc has been proud to be recognized as one of Kansas City’s Best Places to Work for 5+ years by the Kansas City Business Journal. We’re pretty proud to work here and we know you will be too!Join us to find out!nbkc bank is an Equal Opportunity-Affirmative Action Employer – Minority/Female / Disability / Veteran / Gender Identity / Sexual Orientation/ /