Retail Client Experience Manager I

Accounts•Califon, NJ

About The Position

The Retail Client Experience Manager assists the Retail Private Banker with the day-to-day operation of a branch and manages the inside sales process. In the Retail Private Banker’s absence, this role runs the branch, manages sales, and ensures staff remain current with internal policies and external regulations. The manager leads staff in providing exceptional client service and helps develop, expand, and manage consumer and business account relationships. The role supports sales and operations by identifying opportunities to deepen client relationships, referring business to the bank’s wealth, lending, and financial services lines, coaching and training employees, and resolving operating and servicing issues. It also performs account-opening and teller functions as needed, supports branch security and audit activities, and helps ensure compliance with applicable banking regulations. The position requires a high school diploma or GED and at least two years of branch banking experience. A Notary Public commission is desired. The approximate pay range is $50,800 to $63,000, with an opportunity to earn performance-based incentives.

Requirements

High school diploma or GED.
At least two years of experience in branch banking.
Ability to meet or exceed customer service needs, identify customer or project needs, and prospect for clients.
Working knowledge of the bank’s products and services, letters of credit, sweep accounts, zero balance accounts, related concepts and techniques, and cash management services.
Ability to model cross-selling techniques and close sales.
Ability to resolve customer questions or complaints.
Ability to manage staff and resolve conflicts.
Ability to foster open communication, deliver presentations, demonstrate listening, speaking, and written communication skills, and translate technical materials.
Ability to answer questions effectively, build relationships, and build internal and external networks.
Ability to act with integrity, demonstrate adaptability and work commitment, and maintain positive performance in all situations.
Working knowledge of Microsoft Excel, Word, Access, and Outlook.
Ability to interact effectively and tactfully with all levels of the bank.
Ability to read, write, and speak English clearly.

Nice To Haves

Notary Public commission.

Responsibilities

Assist the Retail Private Banker in developing, expanding, and managing consumer and business account relationships and meeting clients’ financial product and service needs.
Identify clients with additional profit potential, develop action plans to expand relationships, and use sales programs to acquire new relationships.
Identify and refer business to the bank’s wealth, lending, and financial services lines.
Assist staff in promoting the bank’s products and services.
Cross-train branch staff on current or revised policies and procedures.
Coach and train employees to improve sales and operational performance and prepare them for additional responsibilities.
Participate in ongoing training and regular sales meetings.
Assist the Retail Private Banker in enforcing bank security policies and procedures.
Conduct regular branch audits.
Help staff resolve operating and servicing issues.
Prepare and review daily, weekly, and monthly branch reports as required.
Open and close accounts and resolve daily client needs.
Perform teller duties and, when needed, prove the main cash vault, ATMs, and coin machines, ensuring teller work and daily proof are completed in accordance with bank policies.
Ensure compliance with established internal policies and external regulations and maintain a suitable business environment.
Stay current with pertinent banking regulations, including Reg. DD, Reg. CC, BSA, CRA, the Right to Financial Privacy Act, and FDIC insurance provisions.
Serve as a role model and provide staff guidance on appearance and dress as needed.
Lead with agility and strategic adaptability, navigate complexity, and provide clarity in a changing environment.
Promote intellectual curiosity, continuous learning, and innovation.
Use AI and emerging technologies responsibly to improve efficiency, insight, and competitive advantage.
Apply enterprise-wide thinking and sound, data-driven, risk-aware judgment.
Model personalized, proactive, high-touch hospitality for clients and colleagues.
Assist the Head Teller with ATM proofs and teller proof work as needed.
Work as a teller if required.
Assist clients requesting access to the safe deposit area in accordance with established security procedures.
Participate in community organizations and activities to enhance the bank’s image and develop business and referral sources.
Perform other duties as assigned.