Customer Experience Supervisor

Renasant Bank•Tupelo, MS

11d

About The Position

The Customer Experience Supervisor reports directly to the Customer Experience Manager and leads, coaches, and manages customer engagement and sales execution, service execution, and team leadership. The supervisor maintains a strong understanding of organizational goals, objectives, and the customer engagement model, and leads the team to exceed customer expectations while operating efficiently. In conjunction with the Customer Experience Manager, this role guides, coaches, and develops specialists to meet service standards and behaviors. The position requires providing financial services support, processing customer transactions, protecting customer information, and helping ensure timely resolution of customer inquiries and problems. The supervisor also trains and mentors specialists, supports employee relations and retention efforts, monitors team performance, and contributes to hiring, development, and coaching decisions. The role involves a professional banking environment and may require a flexible schedule, including Saturday rotations and hours exceeding 40 per week.

Requirements

High school diploma or equivalent required.
At least 3 years of experience in customer sales and/or service.
Detail-oriented with 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.
Ability to work closely with others professionally to resolve problems, address needs, and provide guidance, motivation, and training to maintain high standards.
Strong teamwork and ability to work cooperatively in a team environment.
Self-starter with good judgment and decision-making skills.
Comfort using a variety of technology software products.
Ability to work and adhere to a flexible schedule in a demanding, fast-paced environment; hours may exceed 40 per week, including Saturday rotations.

Nice To Haves

College education preferred.
Retail banking experience preferred.
At least 1 year of leadership, training, and coaching experience preferred.
Strong sales and marketing skills, with demonstrated ability to sell bank products and services, preferred.
Thorough knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking, and retail deposit and loan products and services preferred.

Responsibilities

Meet or exceed established service and sales performance standards while providing an exceptional customer experience.
Maintain the confidentiality and security of customer information in accordance with regulatory and company guidelines and policies.
Accurately process customer transactions, including transfers, stop payments, loan payments, and loan payoffs.
Answer customer inquiries about a broad range of financial services efficiently and in a timely manner.
Discover customers’ banking needs, initiate conversations, respond accurately and efficiently, and professionally promote and cross-sell bank products and services.
Help ensure the team investigates, tracks, and resolves customer problems and inquiries promptly, including following up with customers.
Maintain knowledge of Customer Experience Center policies and procedures, bank products and services, operating procedures, and regulations to help protect the bank from unnecessary risk.
Assist with customer calls when required by business continuity demands or extenuating circumstances.
Implement service excellence standards and coach and develop teammates to deliver a best-in-class customer experience.
Train and mentor new Customer Experience Specialists on bank systems, policies, products, and systems.
Help develop and communicate employee relations strategies and retention initiatives that promote a culture of excellence.
Supervise and measure specialists’ daily activities to assess service delivery and identify process and performance improvements.
Conduct performance evaluations with the Customer Experience Manager, focusing on recognition, improvement, goals, and personal development.
Participate in training, testing, and other learning opportunities to expand knowledge of the company and position.
Participate in hiring, development, and coaching decisions related to Customer Experience Specialists.
Demonstrate positive team spirit and willingness to assist internal and external customers.
Perform other related duties as assigned.