Consumer Success Coach

Midwest Bank Centre•St. Louis, MO

19h•Onsite

About The Position

The Consumer Success Coach is responsible for leading consumer banking success in the North Region with a particular focus on the Dellwood Branch while coordinating the execution of affordable home lending and financial education initiatives across the North St. Louis Ecosystem and surrounding low-to-moderate income communities. This role exists to bridge direct consumer coaching, branch leadership, and community-based program delivery, ensuring that individuals and families are prepared, supported, and successfully connected to Midwest BankCentre products and services as well as Rising Together Foundation initiatives. In alignment with the governance structure of the Shared Prosperity Council (SPC), this role also contributes frontline insights, program execution, and community‑based outcomes that inform and strengthen MBC’s coordinated, system‑wide shared prosperity strategy. The role ensures that north region / branch-based consumer engagement and foundation-led programs are operationally sound, well-coordinated, scalable, and measurably improving financial stability, credit readiness, savings behavior, and access to homeownership and capital.

Requirements

Experience in retail banking, branch management, financial coaching, affordable lending, financial education, housing, or community development initiatives.
Demonstrated ability to coordinate complex programs across multiple stakeholders and environments.
Strong organizational and execution skills with the ability to build structure in evolving programs.
Ability to operate effectively across financial institution and nonprofit/foundation contexts.
Proficiency with digital banking tools, CRM systems, and performance tracking.
Clear written and verbal communication skills; bilingual (English/Spanish or Bosnian) preferred.
Bachelor’s degree in Business, Education, Social Work, Community Development, or related field, or equivalent experience.

Nice To Haves

bilingual (English/Spanish or Bosnian) preferred

Responsibilities

Serve as the lead consumer financial coach housed at the Dellwood Branch, supporting individuals and families across the North region in building savings, improving credit, and adopting healthy financial behaviors.
Translate financial education into measurable outcomes, including account opening, direct deposit activation, product usage, and digital banking adoption.
Create and monitor individualized financial action plans using MBC products, tools, and platforms.
Track client progress and outcomes tied to financial stability, credit improvement, and long-term relationship growth.
Provide day-to-day leadership and coaching to the Sales Enablement & Experience Coordinator, including performance feedback, development, and accountability.
Ensure the Dellwood Branch operates in alignment with MBC service standards, compliance requirements, and customer experience expectations.
Partner with Retail leadership on staffing, scheduling, workflows, and operational readiness, as needed.
Model and reinforce a customer success mindset, including relationship banking, ITM best practices, and consistent engagement techniques.
Maintain a branch environment that is welcoming, mission-aligned, and reflective of community trust and dignity.
Coordinate the execution of affordable home lending and financial education initiatives delivered through the Rising Together Foundation in partnership with Midwest BankCentre.
Support borrower readiness by aligning coaching, education, and product pathways that increase successful access to financial and home lending products.
Coordinate partners, timelines, materials, and workflows to move initiatives efficiently from design to delivery.
Build and maintain operational infrastructure that allows programs to scale beyond pilot phases and be replicated across the ecosystem.
Track and contribute to measurable outcomes related to financial stability, homeownership readiness, and community impact.
Serve as the North Ecosystem subject matter expert for consumer success and financial coaching, supporting consistency across Dellwood, Pagedale, and Friendly Temple.
Collaborate closely with the Small Business Officer to deliver integrated household and microbusiness solutions.
Partner with CED and the Rising Together Foundation to connect clients to relevant programs and resources.
Act as a liaison between frontline insights and enterprise teams to inform program design, outreach strategies, and product enhancements.
Represent Midwest BankCentre and the Rising Together Foundation through community events, workshops, church partnerships, and local collaborations.
Serve as a visible, approachable ambassador for the Bank’s mission to expand access to opportunity and capital.
Capture community feedback, stories, and data to demonstrate impact and guide continuous improvement.