Customer Experience Manager - Ephrata National Bank : Job Details

Summary:At ENB, our greatest strength and competitive edge come from our people. We are collectively dedicated to providing exceptional experiences for our customers. Every day, we collaborate to build an inclusive work environment where every employee feels respected, valued, and empowered to drive the company's success. As a Customer Experience Coach, you will be crucial in developing and elevating the skills of our retail branch teams. Your focus will be on enhancing their ability to conduct meaningful financial wellbeing conversations and to deliver outstanding customer experiences. You will lead efforts to drive customer satisfaction, loyalty, and financial literacy through strategic coaching, training, and support.Essential Functions:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Execution of Strategies:

• Implement sales and customer experience strategies, ensuring effective execution across one or more channels.
• Assist in developing tactical plans that align with our strategic goals, focusing on revenue growth through initiatives aimed at acquisition, retention, and improving cross-channel experiences.

Coaching and Development:

• Conduct individual and group coaching sessions to refine the team's skills in financial wellbeing conversations and customer engagement.
• Monitor performance variations through observation and provide actionable recommendations to management to address any gaps and improve performance.

Customer Experience Enhancement:

• Oversee the creation and delivery of training materials, resources, and best practices for effective sales and client experience initiatives.
• Analyze customer feedback and performance metrics to offer insights and recommendations for enhancing overall customer satisfaction and experience.
• Act as the primary point of contact for escalated customer complaints, service disruptions, and unresolved issues, ensuring that they are addressed promptly and effectively.
• Serve as the voice of the customer within the organization, identifying trends in complaints and feedback and providing actionable insights to improve customer service and product offerings.

Collaboration and Coordination:

• Manage the coordination of sales and customer experience strategies with key stakeholders, ensuring alignment and consistency across branches.
• Collaborate with branch managers and regional directors to share results, best practices, and make strategic recommendations for continuous improvement.
• Work closely with various business units (operations, product, IT, compliance, etc.) to gather relevant information and facilitate timely resolutions of customer issues.

Resource Development and Support:

• Develop and maintain a comprehensive library of training materials and resources to support branch teams in delivering exceptional customer experiences.
• Organize and lead workshops, seminars, and webinars on financial wellbeing and customer service topics, adapting content to various learning styles and needs.
• Create and maintain retail banking communication through the bank's technology, focusing on employee engagement and financial wellbeing education.

General Retail/Banking Practices :

• Retain knowledge of the market, competitor bank products/services and the ability to leverage the advantages of Ephrata National Bank products/services to aid in the production success of the retail business segment.
• Support implementing programs, product and resources across the branch network.
• Support enhancing the employee experience through coaching, training and reinforcing cultural norms and practices.
• Through coaching and branch employee engagement, support the business segment in meeting Branch Performance Metrics.
• Engage in sales meetings and training with employees to review sales & service skills, product knowledge and Branch performance goals and achievements.
• Maintain a full knowledge of the Bank's products/services including cash management products, pricing and internal requirements and are able to communicate these effectively to internal staff and leaders.
• Maintain a working understanding of, and comply with bank policies, procedures and applicable banking regulations
• Maintains awareness and understanding of current trends within the industry and demonstrate the utilization of the information to assist in job function and offer feedback to management to improve product offerings and/or efficiencies.
• Complete other duties that may be assigned by management.

Required Education and Experience:

• Bachelor's degree from an accredited college, preferably within Finance, Business Administration, Marketing or a related field. Related experience in lieu of a bachelor's degree will be considered.
• Minimum of 5 years of experience in a customer-facing role within the financial services industry, with a strong background in retail banking is required.
• Proven experience in training, coaching or mentoring roles is highly desired.
• Exceptional communication and interpersonal skills, with the ability to inspire and motivate diverse teams.
• Deep understanding of financial products, services, and industry regulations.
• Strong analytical skills, with the ability to assess performance data and derive actionable insights.
• Proficiency in designing and delivering training programs, with the ability to tailor content to various audiences.

Competencies:

• ENB Operational and Functional Competencies
• ENB SET Competencies (Strategy, Execution, and Talent)

Supervisory Requirements:This position has supervisory responsibilities.Work Environment:This job operates in a professional work environment. This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines. Physical Demands:Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. 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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position may require long periods of standing.Position Type and Expected Hours of Work:This is a full-time position. Days and hours of work vary based on the needs of the branch. Flexibility of schedule to meet business needs is required.Travel:This position may require occasional travel.EEO Statement:Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination. This job description reflects management's assignment of essential functions and position responsibilities. Nothing in this job description restricts management's rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank's procedures and to act as a role model in the adherence to bank policies.