Branch Experience Lead: Customer Service & Operations

Socket.dev; Oshkosh (WI); On-site; USD 55,000 - 90,000; Full time

Job summary

FVSBank is seeking a Branch Experience Manager in Oshkosh, WI to lead the customer and employee experience at a single branch location. You will guide branch staff, uphold service standards, and drive community engagement while ensuring day-to-day performance and compliance.

You will collaborate with the Retail Experience Manager to implement bank-wide initiatives and maintain a customer-first culture, coaching teams and supporting sales and relationship growth at the local branch.

Qualifications

• High school diploma or GED.
• 3-5 years retail banking experience and branch leadership experience.
• Strong knowledge of branch operations, retail banking products, business banking products, and compliance requirements.
• Proven ability to lead, coach, and develop exceptional teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Hands-on leadership style with a strong customer-focused mindset.

Responsibilities

• Own and lead the customer experience for the assigned branch location.
• Ensure consistent execution of service standards, policies, and procedures.
• Champion a customer-first culture focused on relationship building and retention.
• Identify service gaps and implement improvements to enhance the in-branch experience.
• Oversee daily branch operations to ensure efficiency, accuracy, and compliance.
• Monitor workflow, staffing coverage, and service levels.
• Ensure branch readiness for audits, exams, and internal reviews.
• Partner with Operations, Compliance, and IT to support branch needs and initiatives.
• This role will be fully cross-trained in Universal Banker responsibilities, providing knowledgeable backup support and continuity across branch operations.
• Lead, coach, and develop branch staff through observation, feedback, and mentoring.
• Support onboarding, training, and cross-training of branch employees.
• Reinforce accountability through clear expectations and performance feedback.
• Foster a positive, engaged team environment aligned with the bank's values.
• Conduct performance evaluations and issue corrective action, as warranted.
• Serve as the escalation point for customer experience concerns at the branch level.
• Resolve issues with professionalism, empathy, and sound judgment.
• Ensure timely follow-up and documentation of escalated situations.
• Support branch sales efforts.
• Deepen customer relationships across personal and business customers.
• Actively participate in business development activities, including identifying and pursuing new business and deposit relationship opportunities, participating in business visits, partner calls, and community networking alongside Business Partners or independently as appropriate, building relationships with local businesses, professionals, and community members.
• Assist with personal and business account openings while ensuring accuracy and compliance.
• Uncover customer needs and recommend appropriate products and services.
• Support onboarding of new customers, including digital banking adoption and relationship expansion.
• Represent the bank professionally within the community and serve as a visible ambassador for the branch.
• Provide operational and experience-related reporting to the Retail Experience Manager.
• Share insights, trends, and recommendations to improve branch performance.
• Assist with implementation of new systems, processes, and bank initiatives.

Job description

FVSBank is seeking a Branch Experience Manager in Oshkosh, WI to lead the customer and employee experience at a single branch location. You will guide branch staff, uphold service standards, and drive community engagement while ensuring day-to-day performance and compliance.

You will collaborate with the Retail Experience Manager to implement bank-wide initiatives and maintain a customer-first culture, coaching teams and supporting sales and relationship growth at the local branch.