Vice President, Bank Service and Support - First Command Financial Services, Inc.

How will your role impact First Command?

First Command has a deeply embedded foundation of coaching those who serve with longstanding values and a strong service culture. In alignment with our client-centric approach, the organization seeks to add a Vice President of Bank Service and Support. The leader will deliver proactive client solutions by developing and implementing a comprehensive Service and Support strategy for our inbound service teams.

Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, the Vice President of Bank Service and Support will work closely with the Executive Vice President of Bank Operations to ensure the development and delivery of key initiatives that foster better client outcomes through consistent and seamless experiences. The leader will also collaborate with our Training and Quality teams to ensure a coordinated and cohesive strategy across the teams.

The Vice President of Bank Service and Support will perform as a leader/contributor to the various enterprise initiatives and will drive experience improvements.Feedback from our clients, field personnel, and employees should fuel continuous improvement efforts, which the leader will own and drive.

What will you be doing?

• Assumes a strategic role in overall service and support processes, quality, and performance management.
• Create and maintain a department culture of outstanding service, continuous improvement, and employee growth.
• Lead and develop a team of professionals, supporting the coaching culture. Ensure the team is efficiently and effectively meeting respective service and support KPIs.
• Inspire, promote, and create buy-in and transparency through consistent and regular communication that is unified with strategic goals, enabling team members to see the importance of their contributions.
• Drive positive culture transformation and collaborate with internal partners on corporate-wide awareness of the client experience through education, communication, and employee engagement.
• Support the development of the Personal Banking, Field Support, and Business Banking teams to ensure a client-centric approach and maintain service approach/process through ‘experience the experience.’
• Establish standards and routines used to continually enhance experiences the teams deliver.
• Improve consistency of team service experiences, delivering better client and field experiences.
• Ensures that interactions with clients/advisors meet First Command’s rigorous compliance standards.
• Ensures compliance and risk controls are in place under OCC, CFPB, and First Command Bank rules and regulations.
• Collaborates regularly with legal, compliance, and other departments, including Brokerage Operations, Advisor Operations, etc.
• Partner with enterprise and peer leadership to lead ongoing change management efforts.
• Identify and understand root causes and drive improvements to key metrics (Client Satisfaction, Client Effort, Net Promoter Score, Net Emotion Score, Quality Scores, etc.) working with internal partners and stakeholders to affect positive change in processes, agent behavior, training, and technology.
• Provide timely, actionable insights at the team and agent level, ensuring company objectives are consistently met while moving the client experience forward.
• Analyzes data, identifies trends, and provides conclusions/recommendations to executive leadership.

Supervisory Responsibility

• Direct supervision of First Command Bank personnel's client service, support, and fulfillment activities.

What skills/qualifications do you need?

Education

• Bachelor’s degree in a business-related field (i.e. Finance, Marketing, Administration, Information Systems, etc.) required

Work Experience

• Eight years of demonstrated leadership of a hybrid call center environment required.
• At least ten years of financial services experience, preferably retail, consumer, and small business required.
• At least ten years of leadership experience and a demonstrated ability to lead and develop a large service and support organization are required.
• Military experience is preferred.

Required Knowledge, Skills and Abilities

• Thorough knowledge of the financial services industry with prior industry experience preferred.
• Strong knowledge of compliance with consumer banking regulations.
• Extensive understanding of the connection between client experience and employee experience.
• Excellent strategic planning, business, and transformational change leadership skills.
• Ability to establish and facilitate effective working relationships and strong networks at all organizational levels through partnership, collaboration, and consensus building; ability to influence.
• Ability to analyze, interpret, and utilize significant data to make sound business decisions.
• Excellent communication, interpersonal, consultative, and negotiation skills; ability to make effective presentations to all levels of audiences.
• Ability to handle multiple tasks simultaneously in a fast-paced, diverse, and growth-oriented environment.
• Ability to develop and operate within a budget.
• Ability to maintain a high degree of confidentiality.
• Ability to travel up to 20%.

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