Customer Experience Manager - Zona Rosa

First Federal Bank of Kansas City; Kansas City (MO); On-site; USD 60,000 - 80,000; Full time

Job summary

First Federal Bank of Kansas City is seeking a Customer Experience Manager to lead a team of sales and customer service professionals. You will be responsible for enhancing customer experiences while ensuring operational excellence in the banking center.

The ideal candidate will have a minimum of 2 years' experience in a financial institution and excellent leadership skills. Engage with the community and drive business development while fostering a supportive workplace environment.

Qualifications

• 2+ years of experience in a financial institution.
• Deep knowledge of business and consumer banking products.
• Strong communication and collaboration skills.

Responsibilities

• Lead a team to deliver exceptional customer experiences.
• Oversee daily operations and ensure compliance.
• Drive sales and business development goals.

Skills

Customer service skills

Sales skills

Leadership skills

Communication skills

Problem-solving skills

Education

Associate’s degree

Job description

JOB SUMMARY

The Customer Experience Manager is responsible for leading a team of sales and customer service professionals in the delivery of exceptional customer experiences while maintaining day-to-day operational integrity. Provides leadership to support the growth and efficient operations for the banking center to meet and/or exceed goals and objectives. Responsible for creating a positive workplace environment, promoting a cohesive team and individual employee development. Ensures the overall appearance of the facility (internal and external) is in accordance with the Bank’s standards.

A DAY IN THE LIFE OF A CUSTOMER EXPERIENCE MANAGER

As the Customer Experience Manager, you’ll be the face and force behind the day-to-day operations and customer experience strategy of your banking center. From coaching and developing your team to fostering lasting customer relationships, you’ll play a critical role in ensuring both service excellence and operational integrity. This is an opportunity to lead by example, grow a high-performing team, and make a meaningful impact in your community through some of the following ways:

• Ensuring every customer receives timely, courteous, and personalized service.
• Driving sales and business development goals for the banking center.
• Overseeing daily operations to ensure compliance, efficiency, and security.
• Building strong community relationships through engagement and outreach.
• Maintaining the professional appearance and function of the banking center.
• Acting as the operational point of contact for internal and external stakeholders.
• Delivering ongoing coaching, performance management, and employee development.
• Conducting on-the-spot sales and service coaching sessions with banking center team members.
• Local travel to meetings and chamber of commerce events is required.

ABOUT YOU

Looking for candidates who have the following skills, education, and experience:

• Must have minimum of 2+ years of experience in a financial institution (banker or manager).
• Associate’s degree (preferred).
• Must have deep knowledge of business and consumer banking products and services.
• Strong customer service and sales skills.
• Excellent communication, collaboration, and leadership skills.
• High level of attention to detail.
• Ability to think critically, solve problems, and lead with integrity.
• Ability to represent the bank in a manner that maintains and expands customer relationships, contributes to the bank’s growth, and enhances its image.
• Supervisory experience strongly preferred.

Note: The purpose of this document is to provide a general summary of essential responsibilities and requirements for the position and is not meant as an exhaustive list.

First Federal actively seeks to recruit and hire protected veterans.

First Federal Bank is committed to providing equal employment opportunities to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity, or any other legally protected category.