Customer Experience Manager - Zona Rosa

First Federal Bank of Kansas City • Kansas City, MO

2d • Onsite

About The Position

The Customer Experience Manager is responsible for leading a team of sales and customer service professionals in the delivery of exceptional customer experiences while maintaining day-to-day operational integrity. Provides leadership to support the growth and efficient operations for the banking center to meet and/or exceed goals and objectives. Responsible for creating a positive workplace environment, promoting a cohesive team and individual employee development. Ensures the overall appearance of the facility (internal and external) is in accordance with the Bank’s standards.

As the Customer Experience Manager, you'll be the face and force behind the day-to-day operations and customer experience strategy of your banking center. From coaching and developing your team to fostering lasting customer relationships, you'll play a critical role in ensuring both service excellence and operational integrity. This is an opportunity to lead by example, grow, a high-performing team, and make a meaningful impact in your community through some of the following ways:
Ensuring every customer receives timely, courteous, and personalized service.
Driving sales and business development goals for the banking center.
Overseeing daily operations to ensure compliance, efficiency, and security.
Building strong community relationships through engagement and outreach.
Maintaining the professional appearance and function of the banking center.
Acting as the operational point of contact for internal and external stakeholders.
Delivering ongoing coaching, performance management, and employee development.
Conducting on-the-spot sales and service coaching sessions with banking center team members.
Local travel to meetings and chamber of commerce events is required.

Requirements

• Minimum of 2+ years of experience in a financial institution (banker or manager)
• Deep knowledge of business and consumer banking products and services
• Strong customer service and sales skills
• Excellent communication, collaboration, and leadership skills
• High level of attention to detail
• Ability to think critically, solve problems, and lead with integrity
• Ability to represent the bank in a manner that maintains and expands customer relationships, contributes to the bank’s growth, and enhances its image

Nice To Haves

• Associate’s degree
• Supervisory experience

Responsibilities

• Lead a team of sales and customer service professionals.
• Ensure delivery of exceptional customer experiences.
• Maintain day-to-day operational integrity.
• Support growth and efficient operations for the banking center.
• Meet and/or exceed goals and objectives.
• Create a positive workplace environment.
• Promote a cohesive team and individual employee development.
• Ensure the overall appearance of the facility (internal and external) is in accordance with the Bank’s standards.
• Ensure every customer receives timely, courteous, and personalized service.
• Drive sales and business development goals for the banking center.
• Oversee daily operations to ensure compliance, efficiency, and security.
• Build strong community relationships through engagement and outreach.
• Maintain the professional appearance and function of the banking center.
• Act as the operational point of contact for internal and external stakeholders.
• Deliver ongoing coaching, performance management, and employee development.
• Conduct on-the-spot sales and service coaching sessions with banking center team members.

Benefits

• Boundless opportunities for growth – whether it’s personal or professional development to reach your career goals
• Company events to strengthen your connections
• Volunteer work to champion our community partners

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree