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Newtown Savings Bank · 3 weeks ago

Customer Experience Manager - Bridgeport

Bridgeport, CT, US

Full-time

Onsite

Mid Level

3+ years exp

Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch, supervising, coaching, and developing the staff of the branch.

Financial Services

Responsibilities

Responsible for overall operational efficiency of branch as well as audit requirements and results

Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines

Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued

Support the Bank’s Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary

Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures

Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager

Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette

Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank’s policies, procedures and programs. Complete all compliance requirements by scheduled deadlines

Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development

Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members

Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions

Meet the Bank’s volunteer specifications and be involved in community activities as necessary