Client Experience Supervisor

Baker Boyer Career•Kennewick, WA

12h•$24 - $34

About The Position

Baker Boyer is seeking a Customer Experience Supervisor to lead and coach a customer-facing team while fostering a positive, collaborative work environment. This role is responsible for supporting employee development through training, guidance, and performance coaching, as well as ensuring a high level of client service. The Supervisor will assist customers in navigating and utilizing the company’s digital platforms and services, recommend appropriate solutions, and identify opportunities to enhance the overall customer experience. The ideal candidate is a self-starter who demonstrates strong leadership, teamwork, and communication skills in a service-driven environment.

Requirements

Ability to lead and model change.
Exhibits professionalism under all work conditions.
Goal oriented, self-motivated and enthusiastic about providing extraordinary client service.
Takes responsibility for the overall running of the department and department security.
Ability to make connections and support clients with their technological needs.
Excellent client service skills: able to deliver professional and courteous contact with the public on the phone or through digital platforms.
Ability to proactively build and maintain positive relationships by portraying an approachable and open-minded outlook.
Knowledge and ability to use and/or learn Microsoft Office Suite (Word, Excel, Outlook, Teams), and various other banking software with proficiency and accuracy.
Strong verbal and written communication skills: ability to read, write, speak and understand English.
Ability to handle complex problems involving several variables or seek additional support when needed.
Strong time management skills, attention to detail and accuracy; ability to efficiently organize and prioritize multiple tasks.
Knowledge of/or ability to easily learn and maintain banking policies and procedures
Associate’s Degree; and/or two to five years related experience required; or equivalent combination of education and experience.
General understanding of banking, banking software, and/or financial services industry required.

Responsibilities

Works to train, grow and develop team members to support them in reaching their full potential and achieving their career goals.
Ensures good internal business relationships.
Maintains Baker Boyer culture and core values by executing and communicating direction and vision to the customer experience team.
Oversees the day-to-day management of operations and identifies opportunities to optimize processes and enhance service levels.
Ensures completion of performance evaluations and performance management for each coworker.
Keeps staff informed of pertinent changes in operational policy and procedures.
Allocates and coordinates workflow and ensures staffing is sufficient for the needs of the department.
Strengthens and develops client relationships by providing exceptional customer service.
Acts as the first point of contact for telephone, chat and email information requests.
Handles client service issues both on the phone and through various Digital Banking platforms by researching and resolving concerns.
Effectively and efficiently manages call, chat, and email queues across various platforms, ensuring response times are met within the agreed-upon timeline.
Ensures all incoming calls to Baker Boyer Bank are answered and routed efficiently and appropriately.
Acts as a Subject Matter Expert on all digital banking products.
Identifies client needs on core digital platforms and troubleshoots technology and learning concerns that keep the client from using products and services associated with the client’s digital experience. These products include, but are not limited to: o Online Banking o Mobile Banking o Bill Pay o Mobile Deposit o Telephone Banking
Documents client activity and events in client relationship management software.
Develops and maintains a thorough knowledge of the Bank’s products, services, policies, procedures and federal regulations.
Maintains the security and confidentiality of Bank and client information.
Performs additional duties as requested.

Benefits

Medical, Dental, Vision plans with additional: AD&D & Life Insurance
Long Term Disability
401(k) - 100% safe harbor match up to 6%, plus an additional profit-sharing contribution, resulting in employer contributions of up to 12% of annual salary.
Paid Leave- 10 days of Vacation time – The annual Vacation accrual increases by a day each year for the first 10 years, and an additional half day each year for the next 10 years, reaching the maximum Vacation accrual of 25 days at year 20.
7 days of Sick, Safe & More (SSMORE) leave - SSMORE accrues at a rate of 1.2 hours for every 40 hours worked. SSMORE is intended to meet sick and safe leave needs, but it can also be used for vacation or other personal leave.
3 Revive & Renew (R&R) days – We understand the importance of unwinding and recharging, so these R&R days are loaded on the first of each year (prorated for new hires based on the quarter in which they’re hired).
11 Paid Federal Holidays annually
Number of paid holidays may be fewer than 11 on years when there are Federal Holidays that are observed on Saturdays.
Life Assistance Plan
Free access to financial counselors
Employee Wellness Program
8 hours of paid volunteer time annually