Client Experience Manager I - Duluth

Client Experience Manager I - Capital City Bank. More than your bank. Your banker.

Hours:

Monday - Friday 8:00 a.m. - 5:00 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 one office which may include a drive-through facility. The CXM develops the associates within their office to ensure they are equipped to meet the needs of our clients and obtain operational and sales objectives. The CXM is responsible for demonstrating unwavering leadership through 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 is responsible for the direct management of the Teller Experience Supervisor, Personal Banker(s), Universal Associate(s) and Traveling Support Associate(s). The CXM serves in a supporting role of Personal Banker and works with business partners to identify prospects for referrals. In a traditional office with no dedicated Teller Experience Supervisor or in an Express Office environment, the CXM is responsible for the efficient operation of the Teller area including cash management and all vault and Teller-related activities. This position has direct responsibility for employment decisions.  In addition, the CXM is expected to actively participate in community organizations and events to generate goodwill and new bank business.

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, including client outreach. 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.

Interview, hire, and manage all approved positions with support from Human Resources as needed, including scheduling, coaching, timecards, overtime, budget, training, performance reviews and all other associate relation issues. Complies with all Training Checklists, Teller Certification Checklist and Accountability Charts, utilizes performance management tools to attract, develop and retain talent in the office.

Provides leadership in creating the strategic direction of the office to deliver a consistent client experience as well as associate relationship management.

Develop strong relationships with the 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.

Identifies and defines opportunities for deposit growth and development including actively visiting surrounding businesses to strengthen relationships. 

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, CCI 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 Teller Experience Supervisor, when applicable.

Maintains Performance Standards for applicable office associates, ensuring timely adherence to policy and procedures, including management of overages and shortages in the absence of a Teller Experience Supervisor.

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, FMI 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 day 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: 

Attends management meetings as required

Responsible for overrides, as applicable

Ensures security functions are completed timely including all clear signal, security alarm testing,      separation audits, open/close procedures, over/short GL review

Provides oversight of key/combo log

Completes all assigned/required Bank training within established timelines

Provides additional support to manager and department colleagues

Serves as member of:

Disaster Recovery Team

New Office Opening Team

Existing Office Closing Team

Acquisition/Conversion Team

Robbery Response Team

After Hours Office Contact List

Knowledge, 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:

• Effective written and oral communication skills to positively engage clients and prospective clients.
• Strong leadership, organizational and time management skills.
• The ability to exercise sound and reasonable judgment.
• Demonstrable business development and leadership skills.
• Banking experience preferred.
• Proficiency in Word and Excel software.
• Familiarity of Jack Henry Xperience, preferred.
• Experience with a customer relationship management system is a plus.
• 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 preferred. Relevant experience may substitute for the education requirement.

Working Conditions:

• Office environment
• Lobby/professional environment
• May be required to attend after hours business related meetings or events as determined by the Regional Experience Manager
• Driving as required by position
• 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 Services

EOE/Protected Veterans/Disabled/Drug Free

The 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.