Client Experience Manager I - Millhopper
Company: Capital City Bank
Location: Gainesville
Posted on: January 11, 2021
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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
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