Client Experience Manager I - Millhopper

Company: Capital City Bank
Location: Gainesville
Posted on: January 11, 2021

Job Description:

Client Experience Manager I - Capital City Bank. More than your bank. Your banker.Hours:Monday - Thursday 8:15 a.m. - 5:15 p.m.Friday 8:15 a.m. - 6:15 p.m.General Summary:The Client Experience Manager (CXM) has responsibility for creating a leadership culture centered on delivering an exceptional client experience, through associate interactions, office appearance and products and services that are offered. The CXM has responsibility for multiple offices which may include drive-through facilities or management of an extra-large office, consisting of more than 10 direct reports. The CXM develops the associates within their office to ensure they are equipped to meet the needs of our client and obtain operational and sales objectives. The CXM will be responsible for demonstrating sales and service skills and will set the strategic direction of the office, communicating performance results, coaching, recognizing and rewarding accomplishments, and building a high performing team. The CXM will be responsible for the direct management of the Lead Teller, Personal Banker(s), Universal Associate(s) and Traveling Associate(s). The CXM II also serves in a supporting role of Personal Banker and works with business partners to identify prospects for referrals. This position has direct responsibility for employment decisions.All associates at Capital City Bank have access to confidential client information, and must practice discretion at all times.Principal Duties and Responsibilities:Foster strong, loyal relationships between our clients and our brand. Enhance the client experience through care and passion at every touch. Products and services experts that convey confidence and positivity, influencing how others perceive our brand and possess a true desire to grow client relationships and develop associate relationships.Provide leadership to drive a culture that focuses on associate engagement and retention to ultimately achieve an exceptional client experience that will drive the achievement of goals and objectives increasing revenue.Regularly travel to each responsible office to build relationships with clients and teams to instill culture and lead by example. Ensure that teams are equipped with knowledge and resources, clear expectations and trust so that they are empowered to consistently meet the expectations. Your time should be evenly split between the offices when practical, placing more emphasis on an office when a need arises, such as staffing shortages, new leadership, etc.Interview, hire, and manage Lead Teller, Personal Banker(s), Universal Associate(s) and Traveler with administrative support from Human Resources as needed, including scheduling, coaching, time cards, overtime, budget, training, performance reviews and all other associate relation issues.Provides leadership in creating the strategic direction of the offices they lead to deliver a consistent client experience as well as associate relationship management.Develop strong relationships with team and key bank partners, product and support partners, and other business partners as needed.Ability to think creatively on opportunities to grow revenue, deepen client relationships, create and penetrate client portfolios.Exhibit a high level of professionalism coupled with a strong work ethic. Deliver a strong leadership style that effectively balances coaching and mentoring with expectation-setting and measurement.Develop teamwork, share knowledge, instill trust, and set clear and concise expectations for consistency across the Bank.Promote, motivate, and coordinate sales activities and onboarding expectations with the expectation of exceeding office production goals, including Credit Card, Merchant Services, Capital City Investments and Other Business Partner Referrals; provides leadership promotes, motivates, and coaches referral activities.Ensure that teams are equipped with knowledge and resources, clear expectations and trust so that they are empowered to consistently meet the expectations.Ensure ongoing team training and timely completion of all bank-sponsored meetings/training/courses related to products/services and other initiatives.Responsible to ensure adherence to all tasks identified in the Office Certification Guide in coordination with the Lead Teller.Maintains Performance Standards for Lead Teller, Cross-trained Personal Banker(s) Universal Associate(s) and Traveler(s) ensuring timely adherence to policy and procedures.Management of all performance exceptions initiated in the office, including but not limited to fee waivers, wires Cash Management (CETO) Provides guidance to correct exceptions and avoid repeat errors, including documentation requirements at CIF creation, new account opening and account revisions.Fulfills the functional role of Personal Banker as needed by providing client with information on bank products and services, rates, service charges, restrictions and other relevant account information while delivering an exemplary client experience.Responsible for working the daily Insufficient/Returned Items prior to the daily cutoff.Has responsibility for appearance of the office as to branding, display of marketing materials and general appearance. Manages budgetary expenses including Rewards and Recognition, PR Pool Funds, office supplies, and other office expenses, processes expenses for payment.Manages PTO schedule to safeguard against staffing shortages in the office and ensures adherence to the annual 5 consecutive days requirement.Oversees office security and associate/client safety including adherence to all related policy and procedures, Automobile Accident Report, Property Loss Report, Public Liability Accident Report, Currency Transport, Monthly Security Testing, etc.Responsible for initiating and follow up of office maintenance and repair requests.Assists with research and resolution of client issues/complaints, initiating client contact if appropriate and escalation to management as needed.Actively participates in community organizations and events to generate goodwill and business development opportunities; working within time and budget constraints.Supervises office security including open and close procedures, dual control, all-clear signal, alarm testing, etc.Employer determines the essential functions of the job.All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, with department managers setting the standard.Associated Duties:Provides additional support to manager and department colleagues.Completes all assigned/required Bank training within established timelines.Serves as member of:Disaster Recovery TeamNew Office Opening TeamExisting Office Closing TeamAcquisition/Conversion TeamRobbery Response TeamAfter Hours Office Contact ListKnowledge, Skills and Abilities (KSA) Required:The following KSAs are usually acquired through post high school and/or college education with specialized training course(s) in business, banking, and/or 5-7 years related experience:1. Effective written and oral communication skills to positively engage clients and prospective clients.2. Strong leadership, organizational and time management skills.3. The ability to exercise sound and reasonable judgment.4. Demonstrable business development and leadership skills.5. Banking experience preferred.6. Proficiency in Word and Excel software.7. Familiarity of Jack Henry Xperience, preferred.8. Experience with a customer relationship management system is a plus.9. Preferred use and/or understanding of Capital City Bank products and services.Education:Associate's or Bachelor's degree in business or finance from an accredited college required. Relevant experience may substitute for the education requirement.Working Conditions:1. Office environment2. Lobby/professional environment3. May be required to attend after hours business related meetings or events as determined by the Regional Experience Manager4. Driving as required by position5. In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.Capital City Bank associates are our greatest asset. We offer the following benefits:*Medical, Dental and Vision *Life Insurance *401(k) with Matching *Flexible Spending Accounts *Tuition Assistance *Stock Purchase *Discounts on Products and ServicesEOE/Protected Veterans/Disabled/Drug FreeThe above declarations are not intended to be an "all-inclusive" list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.ExperienceRequired* Please indicate your work experience.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Capital City Bank, Gainesville , Client Experience Manager I - Millhopper, Executive , Gainesville, Florida