Retail Client Experience Manager - Kearny Bank

Assists the Retail Relationship Manager in the day-to-day operations of the Branch, manages the Kearny Bank Protocols along with the inside relationship building process. In partnership with the Retail Relationship Manager, responsible for the sales, service and operation of the branch. Manages, coaches and leads the branch team in achievement of all sales and service expectations as outlined by the branch goals and service standards. A natural leader who is committed to the training and development of the branch team, and extraordinary communicator and has the ability to report on client feedback and team performance.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Assists the Retail Relationship Manager in the development, expansion and management of consumer and business account relationships within a branch concentrating efforts in meeting client needs for financial products and services. Identify clients with additional profit potential and develop action plans to expand these relationships.
• Support the implementation of the Kearny Bank Client Experience.
• Deliver strategic insights to improve the client experience.
• Design and deliver weekly, monthly and quarterly Client Experience effectiveness reports.
• Lead, motivate, reward and develop the branch team.
• Develop and manage the process to resolve client criticisms and concerns in a courteous, positive and timely manner.
• Simplifies and strengthens client experiences and builds client trust by listening to feedback, understanding reasons of dissatisfaction and identifying opportunities to improve.
• Coach the sales process and each team member. Hold team accountable for sales objectives.
• Proficient in delivering and coaching the flawless delivery of our service protocols and the sales process (The Client Experience) to all Team Members, including new employees.
• Assists Retail Relationship Manager in enforcing Bank Security Policies and Procedures. Conducts branch audits on a regular basis.
• A leader in assisting branch team with resolving operating and servicing issues while still delivering the Client Experience.
• Opens and closes accounts and solves daily client needs.
• Must be able to perform Universal Banker (I & II) duties including proving the main cash vault and ATM and Coin Machines. Process teller work and ensure all work is processed properly.
• Ensure compliance with all established policies and procedures.
• Serves as a role model for branch team, provides guidance on appearance and dress, as needed.
• Conduct daily observations of team and provide mentoring and training to improve staff development and overall branch results.
• Serve as a liaison between the branch and various departments to ensure full communication and understanding of all company policies and procedures.
• Conducts individual coaching sessions with each team member on a quarterly basis with a strong emphasis on achievement of production goals and service standards.
• Assist Business Relationship Officers and Loan Officers with business calls to existing and potential clients, as needed.
• In the performance of respective duties, must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and bank policies.
• Perform other duties as may be assigned.

• Bachelor’s degree or comparable professional training is required.
• Minimum 5 years’ experience in banking or a financial institution required of which at least 3 years has been in a supervisory position.
• Proven sales track record.
• Ability to meet/exceed client experience needs, identify client/project needs.
• Knowledge of bank’s products, services, sweep accounts, concept & Techniques and cash management services.
• Ability to model Relationship Building Techniques and effectively cross-sell.
• Ability to resolve client questions and/or complaints.
• Ability to manage staff and resolve conflict.
• Ability to foster open communication, deliver presentations, demonstrate listening, speaking and written communication skills.
• Ability to answer questions effectively, build client relationships and build internal and external networks.
• Ability to act with integrity, demonstrate adaptability, work commitment and maintain a positive performance in all situations.
• Working knowledge of Microsoft Excel, Word, Access and Outlook.
• Ability to interact effectively and tactfully with all levels of the Bank.
• Ability to read, write and speak clearly.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel objects, use tools or controls, reach with hands and arms, talk and/or hear. The employee frequently is required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, color vision, depth perception, and the ability to adjust focus.

SUPERVISORY RESPONSIBILITY:

Supervises work of others, including planning, assigning and scheduling work, reviewing work and ensuring quality standards, training staff and overseeing their productivity. May offer recommendations for hiring, termination and pay adjustments, but does not have responsibility for making these decisions.