Client Experience Officer

Enterprise Bank & Trust•Dallas, TX

About The Position

The Client Experience Officer is a critical customer-facing role which provides support, guidance, growth opportunities and account oversight to bank clients. The Client Experience Officer is a primary point of contact for bank’s high value clients and leads (“clients”) and is responsible for delivering a superior customer experience to bank clients. Client Experience Officer is a key partner serving as the liaison between the client and the banking teams streamlining the partnership with all business lines. This role focuses on owning the client relationship and cultivating the relationship based on the client’s journey and, in turn, performs proactive account management activities, promoting client satisfaction and product adoption, resulting in a referenceable client.

Requirements

Strong commitment to customer service
Excellent verbal, written, presentation and tactful interpersonal skills
Ability to produce needed outcomes, and retain client relationships
Proven ability to cross-sell banking products, or similar financial services
Self-motivated to work independently, achieve goals and take personal ownership
Effective time management and organizational skills are required
Strong organizational skills and detail-oriented with high degree of accuracy
Team oriented, possesses a positive attitude and works well with others
Demonstrate flexibility, versatility, commitment and good judgement
Strong multi-tasking abilities to meet multiple deadlines in a fast-paced environment
Initiative to rectify client issue, banking knowledge and internal bank contacts
Excellent rapport with other bank business lines and departments

Responsibilities

Act as a point of contact and trusted advisor, with deep understanding of client’s business goals and pain points.
Work with clients to help them extract maximum value from Enterprise Bank & Trust’s solutions to ensure high levels of program utilization.
Build a strong understanding of client and industry segmentation, behavior and insights to drive client lifetime value.
Establish, manage and grow value-based relationships through exceptional communication and follow through to ensure client satisfaction, resulting in high client retention.
Serve as the voice of the client to prioritize feature requests and platform improvements during product discussions in order for Enterprise Bank & Trust to improve our business solutions using the customer feedback loop.
On-board and provide training to new customers during the on-boarding process and educate assigned customers on new solutions or changes to the program.
Deliver an exceptional client experience with proactive communication, orchestrating the right internal resources, and effectively using the client engagement model to align, track and evolve client business goals.
Support the bank’s high standards for client care while performing as a key member of a service team.
Introduced to high-value leads at the solution and/or proposal stage.
Develop and maintain comprehensive knowledge of all bank products including wealth, loans, cash management, and deposits to facilitate cross-selling in order to enhance the client experience.
Performs other duties as required.