Customer Experience Specialist Supervisor

We are looking for a candidate with banking and supervisory experience to join the Prosper Bank family!
Purpose: Strive to be the most loved Bank that allows our Families, Customers, and Communities to Prosper.
Position Summary: The Customer Experience Specialist IV (CES IV) is responsible for effectively leading their team in creating a positive memorable customer experience, learning customer goals and financial needs, and recommending products and services to meet those needs. They will coach, lead and motivate direct reports to be effective in their roles. CES IVs are expected to make sure their branch is functioning at the highest level of efficiency while maintaining appropriate communication and time management. They will work to expand the office customer base and overall branch profitability by actively seeking business through introducing new products and services to customers. They are expected to grow both the deposit and loan portfolios by actively working with the Market Managers and Relationship Managers. Must be willing to be active in the communities they serve and communicate corporate updates, initiatives, and expectations to their team members.
Essential Functions & Responsibilities:Customer Service/Sales:

• Perform all functions and responsibilities listed in the CES Level I, II & III job descriptions.
• Responsible for achieving established sales goals, including core deposit and loan growth, through acquisition, retention, and expansion of existing customer relationships by actively promoting products and services. Managing the retail sales, service, and operations of their office.
• Establish and maintain relationships with individuals and business customers.
• Resolves customer complaints in a positive manner.
• Promote an environment that inspires, motivates, challenges, supports, and recognizes exceptional performance. Oversees weekly update meetings to communicate effectively with all branch associates.
• Drive sales through consistent profiling, cross-marketing, and follow-up activities.
• Take applications and gather financial information for consumer mortgage, home equity, and personal loan customers. Coordinate loan closings and communicate as needed.
• Participates in business development activities and networking within the community when necessary.
• Developing a positive memorable customer experience with office team members through on-going coaching and training. Conducting sales meeting with team members to review sales and service skills, product knowledge, and branch performance goals and achievements.
• Utilizes partnerships with Market Managers and Relationship Managers in soliciting business outside the office as well as cultivating retail business.
• Maintains full knowledge of the Bank’s products, services, pricing, and internal requirements and communicating these effectively to customers or prospects.
• Ensures office compliance to operational, audit, and security policies and procedures.
• May be asked to be a Notary
• Performs additional responsibilities and duties as required.

Branch Operations:

• Plan, direct, and coordinate the branch associates work schedules and activities in the branch office.
• Oversee and open new accounts, maintenance of existing accounts, as required, according to policy and procedures.
• Delegate responsibilities to other associates as appropriate to their job function while assisting in their continued growth.
• Verify that branch audits, security checklists, teller differences and transaction reports, are completed and/or performed at least monthly.
• Set targets and clear expectations for the branch team and holds them accountable.
• Follow all banking policies as determined by the board and assist with the creation and/or maintenance of procedures as requested by the Training Manager.
• Recruit staff members and exercises the usual authority of a department head concerning staffing issues.
• Comply with established policies and procedures regarding service charges, fees, and other income sources.
• Ensures findings and recommendations in Internal Audit reports for the Branch are satisfied in a timely manner.
• Oversees and coordinates necessary branch facility repairs and maintenance issues as appropriate.

Knowledge/Education Requirements:

• Bachelor’s degree or equivalent 5 years of bank management /work experience.

• Prior experience includes (but is not limited to) the following:

Customer service, Sales, Cash Handling, Understand and is proficient in opening new accounts for retail (personal and business) customers, Consumer Loans

• Prior Supervisory Experience
  

• Effectively Leading a Team
• Ability to professionally handle difficult situations with staff and customers.

• Thorough knowledge of regulatory, policy and compliance issues
• NMLS Fair Lending certification
• Strong background in sales and sales management practices
• Above average written and verbal communication skills
• Proven skills to effectively speak before management, employee, and customer groups
• Proficiency with Windows programs, email, internet software, and capacity to learn retail banking computer system is essential

Level of Authority:The CES IV is responsible for supervision of all associates in assigned branch.
Physical Requirements:The physical requirements of this position include the following: While performing the duties of this job, the employee is required to have the ability to remain stationary, move, position self, and manipulate (lift, carry, move) weights of 10-15 pounds, occasionally more. Requires good hand-eye coordination, arm, hand, and finger dexterity, including the ability to grasp, and visual acuity to use a keyboard, operate equipment (fax, phone, scanner, computer, copy machine, counting machine, ATM, security system) and read information. The employee frequently is required to remain stationary, reach, and communicate.
Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties and responsibilities. Ability to work Saturday is required. Normal office environment.
We are and Equal Opportunity Employer.