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MN
Millbury National Bank - Millbury, MA
Assistant Customer Experience Manager
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Based on Massachusetts data
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What they do
A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$83,749 / year median in Massachusetts
+11% projected growth
Job Description
The Assistant Customer Experience Manager will support the AVP/Customer Experience Officer in the daily operation of the branch by providing leadership, coaching, and operational support to the retail team. They will play an active role in delivering exceptional customer service, opening deposit accounts, promoting Bank products & services and fostering a universal banker culture through cross-training and employee development. They will also oversee Marketing & Online Services. Retail Responsibilities
- Manage day-to-day sales & service efforts of the Branch, including frequent & active coaching of all retail staff
- Assist retail staff with day-to-day operations, ensuring appropriate bank policy and procedures are followed
- Provides excellent customer service to our internal & external customers relative to opening accounts, daily transactions, inquiries, and problem resolution
- Oversee the customer follow up program & gold and platinum program
- Cross-Train retail staff as needed
- Keep retail procedures up to date
- Follow up on customer documentation and error correction
- Support customers and resolve friction points in their experience for all access channels
- Oversee all loan CIPs and new accounts
- Maintain IOLTA program
- Fill in for CXR during breaks and absences
- Open & Maintain IRA Relationships
- New customer onboarding for new loan customers
- All other duties deemed necessary by management Digital Banking & Marketing Responsibilities
- Provide digital banking expertise for employees and assist customers with online banking needs and troubleshooting
- Proactively seek out ways to improve the digital banking experience for employees & customers
- Oversee all online leads and open online accounts to ensure they are being completed
- Maintain procedures for online banking and digital services
- Train staff on all digital products and services
- Participate in implementing new products/services and overseeing them post launch
- Assist with debit card troubleshooting as necessary
- Assist with marketing & social media management as needed
- All other digital banking projects deemed necessary by management
EDUCATION, SKILLS & ABILITIES
- High School diploma or equivalent required
- Previous management or supervisory experience
- Minimum 2-3 years financial experience required
- Comfortable with using Microsoft Office applications (Outlook, Word, Excel)
- Ability to open more complex accounts and transactions independently
- Ability to supervise staff
- Critical thinking, decision making and problem-solving skills
- Prior customer relationship building experience Adaptability & flexibility