Client Experience Officer

Enterprise Bank & Trust; Inwood (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Enterprise Bank & Trust in Texas seeks a Client Experience Officer to deliver a superior experience for high-value clients. You will own client relationships, coordinate with banking teams, promote product adoption, and guide clients through their journey with proactive account management and strong communication.

You will onboard new customers, provide training on solutions, and act as a trusted advisor to maximize satisfaction and retention while cross-selling wealth, loans, cash management

Qualifications

• Customer service excellence with focus on high-value clients.
• Strong verbal and written communication and tactful interpersonal skills.
• Ability to retain client relationships and drive client lifetime value.
• Proven cross-selling banking products or financial services.

Responsibilities

• Serve as point of contact and trusted advisor for high-value clients.
• Help clients maximize value from Enterprise Bank & Trust solutions.
• Build understanding of client segments to drive lifetime value.
• Establish and grow value-based relationships with exceptional communication.
• On-board and train new customers during onboarding.
• Promote product adoption and coordinate with internal teams.
• Support client care standards as part of service team.

Skills

Customer service

Communication

Time management

Cross-selling

Education

Bachelor's Degree

Job description

Enterprise Bank & Trust was founded in the spirit of entrepreneurship and community. From the small mom-and-pop coffee shop to the large construction company that employs local people, our goal is to help businesses succeed and our communities thrive.

With offices in Arizona, California, Florida, Kansas, Missouri, New Mexico, Nevada and Texas, we're strong, growing and committed to supporting the communities we serve. We extend this commitment to the community to our associates, offering annual paid volunteer time off and charitable-matching opportunities. Voted a Best Bank to Work For by American Banker for multiple years, we offer our associates an array of benefits and the opportunity to chart their own career path with us. Join us in the pursuit of our mission to guide people to a lifetime of financial success, and enjoy a career filled with professional growth opportunities, interesting colleagues and the satisfaction of supporting our communities.

Together, there's no stopping you!

Job Title: Client Experience Officer

Job Description: Summary:

The Client Experience Officer is a critical customer-facing role which provides support, guidance, growth opportunities and account oversight to bank clients. The Client Experience Officer is a primary point of contact for bank's high value clients and leads ("clients") and is responsible for delivering a superior customer experience to bank clients. Client Experience Officer is a key partner serving as the liaison between the client and the banking teams streamlining the partnership with all business lines. This role focuses on owning the client relationship and cultivating the relationship based on the client's journey and, in turn, performs proactive account management activities, promoting client satisfaction and product adoption, resulting in a referenceable client.

Essential Duties and Responsibilities:

• Act as a point of contact and trusted advisor, with deep understanding of client's business goals and pain points.
• Work with clients to help them extract maximum value from Enterprise Bank & Trust's solutions to ensure high levels of program utilization.
• Build a strong understanding of client and industry segmentation, behavior and insights to drive client lifetime value.
• Establish, manage and grow value-based relationships through exceptional communication and follow through to ensure client satisfaction, resulting in high client retention.
• Serve as the voice of the client to prioritize feature requests and platform improvements during product discussions in order for Enterprise Bank & Trust to improve our business solutions using the customer feedback loop.
• On-board and provide training to new customers during the on-boarding process and educate assigned customers on new solutions or changes to the program.
• Deliver an exceptional client experience with proactive communication, orchestrating the right internal resources, and effectively using the client engagement model to align, track and evolve client business goals.
• Support the bank's high standards for client care while performing as a key member of a service team.
• Introduced to high-value leads at the solution and/or proposal stage.
• Develop and maintain comprehensive knowledge of all bank products including wealth, loans, cash management, and deposits to facilitate cross-selling in order to enhance the client experience.
• Performs other duties as required.

Qualifications:

• Strong commitment to customer service
• Excellent verbal, written, presentation and tactful interpersonal skills
• Ability to produce needed outcomes, and retain client relationships
• Proven ability to cross-sell banking products, or similar financial services
• Self-motivated to work independently, achieve goals and take personal ownership
• Effective time management and organizational skills are required
• Strong organizational skills and detail-oriented with high degree of accuracy
• Team oriented, possesses a positive attitude and works well with others
• Demonstrate flexibility, versatility, commitment and good judgement
• Strong multi-tasking abilities to meet multiple deadlines in a fast-paced environment
• Initiative to rectify client issue, banking knowledge and internal bank contacts
• Excellent rapport with other bank business lines and departments

Supervisor Responsibilities:

• None

Education and/or Experience:

• Bachelor's Degree
• 3-5 years of financial institution experience; or 10 years combined commercial, wealth, retail or private banking experience.

Certificates, Licenses and Registrations:

• None

Equal Opportunity Statement:

Enterprise Bank & Trust is committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs. If you need an accommodation in order to apply for a position at Enterprise Bank & Trust please contact Human Resources [e-mail].

Enterprise Bank & Trust is committed to managing our business and community relationships in ways that positively impact our associates, clients, and the diverse communities where we work and live.We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.All employment offers are contingent upon the applicant successfully completing both drug and background check screenings.If you would like more information about your EEO rights as an applicant under the law, please clickHERE.