Customer Experience Supervisor

Renasant Corp•Hattiesburg, MS

57d

About The Position

The Customer Experience Supervisor will report directly to the Customer Experience Manager. In this role, the Customer Experience Supervisor will drive a best in class experience for customers and teammates by leading, coaching, and managing in multiple areas of responsibility, including customer engagement/sales execution, service execution, leadership and management. The Customer Experience Supervisor should maintain a strong knowledge of the organizations goals and objectives, including the customer engagement model. The primary responsibility of this position will be leading the team to exceed customer expectations and operate at optimal efficiency. In conjunction with the Customer Experience Manager, the Customer Experience Supervisor will provide guidance, coach, and develop specialist to our service standards and behaviors. RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER

Requirements

High school diploma or equivalent required, college education preferred
Minimum of 3 years of experience in customer sales and/or service with retail banking experience preferred
Minimum of 1 year leadership, training and coaching experience preferred
Detail-oriented and good organizational skills
Ability to produce individual and team sales and customer experience results
Effective written and verbal communication skills, including a pleasant tone and exceptional telephone manners
Proven ability to work closely with others in a willing and professional manner to resolve problems, address needs, provide guidance, motivation and training when needed to maintain a high level of standards
Strong sales and marketing skills with proven ability to sell bank products and services preferred
Strong sense of teamwork, ability to work cooperatively in a team environment
Self-starter with good judgment and decision-making skills
Comfortable using a variety of technology software products
Thorough knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking and retail deposit/loan products and services preferred
Ability to work and adhere to flexible schedule in a demanding and fast-paced environment (Hours may exceed 40 hours per week, including Saturday rotations)

Responsibilities

Meet or exceed established standards of performance for service and sales while providing an exceptional customer experience
Maintain confidentiality and security of customer information according to regulatory and company guidelines and policies
Process customer transactions accurately including; transfer, stop payments, loan payments, loan payoffs, etc.
Provide customers with answers to inquiries regarding a very broad and challenging range of financial services in an efficient and timely fashion
Uncover banking needs through the discovery process by initiating conversations with all customers and responding efficiently and accurately as well as promote and crossâsell bank products and services in a professional manner
Assist in ensuring team properly investigates, tracks and resolves customer problems and inquiries in a timely manner, including following up with customers
Maintain knowledge of Customer Experience Center policies and procedures, bank products and services, general operating procedures and regulations to protect the bank from unnecessary risk
Assist in taking customer calls when required due to business continuity demands and/or extenuating circumstances
Ensure best in class customer experience by implementing, coaching and developing teammates on our service excellence standards
Train and mentor new Customer Experience Specialists on all bank systems, policies, products and systems
Assist in developing and communicating positive employee relations strategies and retention initiatives that foster and promote a culture of excellence
Supervise and measure daily activities performed by the Customer Experience Specialist to gauge service delivery while seeking opportunities for process and performance improvement
Conduct performance evaluations with the Customer Experience Manager with focus on performance recognition, performance improvement, goals and personal development
Participate in training, testing and other learning opportunities to expand knowledge of company and position
Participate in decisions related to hiring, development and coaching of Customer Experience Specialists
Exhibit positive team spirit and willingness to help customers, both internal and external
Perform other related duties as assigned